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With a proliferation of services in a globalized world, there is an ever-increasing demand for customer service managers to deliver. This is where the chatbot, Rulai, comes to the rescue.
What is Rulai?
Developed by the team at Silicon Valley-based Rulai, it is an Artificial Intelligence virtual assistant for customer service that can lead to a spike in revenue and lower costs for an enterprise. It has offices in Campbell, California, United States, and Beijing, China. Rulai is a well-established name in the industry, and its recent launch of ‘low-code’ tools for the development of chatbots helped the company raised $6.5 million https://clicktotweet.com/.
Rulai solutions are developed by a team of diligent and well-renowned scientists such as computer science professor Yi Zhang of the University of California, Santa Cruz, who headed the team developing the low-code tools.
Rulai chatbot makes the business process smart, efficient and effective. It improves customer experience with the human-like conversational arrangement supported by prompt, ever-ready, SMS-based and chat-based output. Rulai makes it very convenient for enterprises to handle their rising business-to-consumer interactions.
The technology is also easy to integrate, making it a business-friendly solution for brands around the world.
How is Rulai special?
Among several customer service chatbots in the market, Rulai makes a name for itself because of certain peculiarities. Powered by the Rulai Natural Language Learning (NLU) and Deep Learning technologies, the chatbot has a more flexible interface and can be tailored to fit the user’s needs. Be it answering questions, completing tasks or taking lessons from agent-customer interaction, Rulai makes it all seamless and easy. It complements live customer support, and in cases where required, it escalates to live agent for addressing complex issues.
Jim Diaz, the VP of business development, explains that with the business-user approach, Rulai is helping ventures overhaul their customer experience as distinct from the developer-focused approach of the more expensive big brand company offerings.
Rulai’s approach departs from most “legacy” solutions in the technology behind its assistants: MITIS, which stands for Mixed Tasks and Initiatives System, aims to expand the notion of AI-evolved chatbots. Today many chatbots are aimed at solving Tier 1 issues, being able to comprehend and respond to simple requests – lost passwords, for instance, Diaz says. “Those are the basic things you can write a few rules around linear conversation – ask one question, get an answer. It’s like basic FAQs can be applied to these rules-based chatbots,” he says. By creating the capability to scale up use cases to more complex, multi-round issues utilizing natural language in the way a customer would converse with another human being, MITIS’ technology represents a big advance over that.
“What we do is create a way for the business user to come in, without coding or programming, and be able to create the dialogue workflow for multi-round, multi-initiative tasks so that virtual assistants can let someone cancel one reservation and then pivot to book a new trip, for example,” Diaz says.
“The key use cases for us are to find customer experience leaders that want to take control of this, who don’t want to outsource the transformation of their customer experience to a black box either built by an engineering team or a third-party vendor,” he says.
“One of the interesting things about the technology is that we try to make it really easy for enterprises to give us access to data that we can get started with – things like FAQs and knowledge-based training data that we can ingest relatively easily and organize, categorize and present in the console so the business user can play conductor,” Diaz says. “It’s like the instruments have all been built and the musicians are in their seats, and the customer experience leader job now is to conduct the orchestra, writing high-level rules around it.”
Complete back-end integration
Using the drop-down toolkit, customer service managers can develop scripts and create actions to allow the chatbot to respond to the consumer’s queries, such as booking and cancelling flights, and so on. The entire process is integrated with a company’s back end. What sets it apart is the fact that both the human and the bot can lead the chat, and based on feedback in real-time it adapts and changes its approach.
Efficient and better customer experience
Relying on the strength of its AI technology, it can perform multiple rounds of conversation with the customer and not only that but also remember the context of the same. It does not require managers to have coding experience for the toolkit that can be used by anybody to write scripts.
Rulai has raised $6.5 million from Sino-US investment firms led by GSR ventures. GSR boasts of backing some of China’s biggest startups such as ele.me, Shanghai DZH and DiDi Chuxing. Other investors include Eight Roads Ventures China and Zhongwei Capital.
Rulai has a lineup of some serious financiers for its growth.
“In the last few years I’ve turned to the problem of the domain of conversation agents because it’s very interesting and very technically challenging,” Zhang says. There is huge potential for the enterprises working in the field of enabling human-machine interactions, and the chatbot market is estimated to grow over $3 billion by 2021.
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