Designing and Developing Robots

Years of listening to customers and viewing on-line transactions gave us a 'near' moral obligation to re-imagine the customer experience.  We understand the hiring and training issues that all contact centers confront and believe that the best investment for any customer experience engagement is made in intelligent robots. A few years ago, after getting a number of very expensive quotes for a basic data enabled robot, we decided to invest in our own skill set and began to develop our own robots.  We also needed complete control of our development platform.  

Since we are part of the customer engagement delivery industry, we know that we can provide actionable data to robots and agents in real-time.  'Actionable data' is a key concept to us  In our definition, it's data that provides the ability to streamline and target a customer conversation.  Remember how you feel when you work with a company that knows you?  "You're one of our best customers".  Now was that so hard to say?  We want every transaction to find a way to make every customer "our best customer".  

Customers should be able to use their preferred communications channel.   For us, it means developing robots using both a voice channel (Natural Language Processing) and a SMS text channel.  We implemented the concept of channel exchange in our voice robot to allow the customer to change from voice to a SMS text chat within a transaction. (We will soon launch the capability to transfer to voice from SMS text, again without the need to repeat data already provided to the robot or to a human agent.)

We continuously improve our and train our robots to complete very complex transactions.  But it's inevitable that sometimes our robot will need human intervention.  And we want this to be seamless, using a highly trained group of agents that we call 'robot wranglers'  that can integrate the information from the robot while continuing the live customer transaction. And once the transaction is complete, we use our wranglers and machine learning to map the next iteration of the robots development and to automatically record the individual customers robot interaction results so we know how to build a better experience for every customer..

Amazon Web Services, AWS is  our primary development platform. Our first robot was developed for AWS Alexa, although our current work uses AWS Lex and a host of AWS and non-AWS products.  We have deep experience in database technology and one of our key concepts is to assure that robots have access to every usable data element from traditional databases and other data stores.  Since our robots run in real-time, performance, especially when integrating with external data, is constantly measured and tuned.  

 We offer our products and services using the Saas (Software as a Service) model.  We hope to hear your vision and look forward to building part of your future.