Instant customer satisfaction through intelligent chatbots and automation.

Chatbot Design and Consulting

Symprio is a full service chatbot agency, experienced with a variety of platforms. We can help you design, configure, build, and integrate AI/NLP and provide ongoing support of your chatbots. With offices in Singapore, Malaysia, India as well as in San Jose, California, our team can help you with all of your chatbot or automation needs.

With the exponential growth in messaging, people are starting to expect to be able to interact with any organization through messaging on a variety of platforms.

By leveraging chatbots, many of today’s manual and slow functions and processes can be automated to provide customers with the instant help they have come to expect.

Competitive Advantage – organizations with effective chatbots can create a strong competitive advantage by effectively be able to respond to customers both externally and internally both in terms of ability to reduce cost of operations. Symprio is experienced with effective conversational chatbot design, AI/NLP and Machine Learning on a variety of platforms and channels to help our clients solve and automate customer and internal interactions through automated or hybrid (live agent) chatbots.

Twenty-five percent of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than two percent in 2017.

- Gene Alvarez, Managing Vice President (Feb, 2018)

How Does A Chatbot Work?

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A chatbot functions by having the channel (such as Facebook Messenger) integrate with the Messaging Orchestration engine, which orchestrates with an NLU engine to understand intent from the end user. This, in turn, retrieves the correct answer or question for the end user from a Knowledge Base, which may involve integrations with other systems to be able to provide the correct answer.

Another essential component of a chatbot is Sentiment Detection, to understand the mood of the customer to potentially modify the answers, or trigger escalation to a Live Agent to resolve the issue.

To be able to understand improvement areas in Artificial Intelligence design or phrase-training improvement opportunities or Conversational design structure/integrations.

The new UX: Words

Our team of experienced conversational designers will help you create the right personality, natural flow and effective conversation to help your end users get the answers or assistance they need.

Chatbot conversational design is primarily driven by the effective use of words and an effective flow of questions and answers.

Symprio’s unique approach to chatbot conversational design to make the answers simple and clear coupled with a different approach to Artificial Intelligence helped solve many of the unique challenges to Malaysia such as mixed language​.

- Malaysian Employee Provident Fund​

Artificial Intelligence Is Here!

AI/NLP Is The Juice That Makes Chatbots Understand The Customer.

We are experienced with a variety of AI/NLP and Machine Learning platforms, and can help build, train and support the AI engines you need to make your chatbot work as effectively as possible.

By recognizing that AI is more than just technology and requires an understanding of the business process and user behavior, Symprio can help you launch, maintain and improve the accuracy of AI to make the chatbots an effective virtual assistant to help your customers.

We help our customers design and structure the AI engines to optimally meet their business needs and minimize misunderstandings and frustrated customers.

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AI Orchestration, Training And Mixed Language Processing

The many NLP/AI and Machine Learning options currently on the market each offer strengths and weaknesses with regards to language support, speed and accuracy of learning, cost and features.

Symprio solves this challenge by orchestrating across different AI/NLP or Machine Learning engines to be able to get the best interpretations and sentiments out of messages.

Language support, or the ability to handle mixed language sentences, is still limited when relying on a single AI engine. Our approach overcomes many of these challenges and increases accuracy and customer satisfaction.

AI Phrase Management

It is often misunderstood that AI/NLP is purely a software which is just plugged in and comes with business-specific intelligence right out of the box. However, improving your AI engine’s intelligence to meet specific needs for your organization requires work, effort and continuous monitoring and analysis. That’s where Symprio steps in.

By leveraging the interpretations from multiple AI/NLP engines, and in an easy-to-use interface, business users are able to analyze, validate, improve or change the AI logic, according to their business needs.

Give your AI a head-start by analyzing and training the AI engines through existing data sources, such as live chat sessions, emails, service tickets or other.

Reality Check

Outsource your NLP/NLU Phrase Training

Coding itself does not make artificial intelligence intelligent. AI/NLP engines have some level of intelligence such as synonyms, spelling mistakes, slang, etc. But to make a specific AI engine work for your business it does require actual intelligence (people). As the engines acquire experience over time this effort will be reduced, but typically the chatbot will undergo changes in intents and logic.

With sufficient data and history available before launch, the AI can undergo some level of automated training, but if limited data is available it will require a degree of brute force to create a basic level of AI accuracy prior to launch. After launch, people are still needed to validate/change the Intents determined by the AI engines.

Our AI team, located in Kuala Lumpur and Johor Bahru in Malaysia, with strong native knowledge of English, Chinese (Mandarin and Cantonese), and Malay languages can support your AI training needs.

Channels

To maximize reach and meet customer expectations, your chatbot should be deployed on the channels which your target audience use. With an increasing number of messaging platforms, often regionally or country-specific driven, with varying features and in constant change, selecting the right platform that allows you to continue to expand is becoming increasingly challenging.

Facing Customers

Consumer messaging platforms such as Facebook Messenger, WhatsApp or WeChat have become the primary tool of communication between individuals, and they expect to be able to interact with organizations in the same way.

Whether your chatbot targets sales and bookings, customer support, gaming or is informational, , being available on multiple platforms maximizes your customer reach.

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Internal Enterprise Channels

As in the consumer world, people within organizations increasingly use chat- based applications as part of their daily work. Innovative companies use chatbots to get things done quickly and easily. From simple applications such as reminders, to those fully integrated with existing enterprise applications chat-based programs are helping employees easily obtain or update applications with the information needed.

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Business users can now have the information they need just a couple of chat messages away , resulting in faster processes and increased levels of self-service within the organization. We envision that, within few years, we will have hundreds of internal chatbots, making our employees more efficient and self-reliant to move decisions and actions faster.

Conversational Design

AI/NLP helps to understand the intent coming from the customer, whereas Conversational Design is about crafting the answers from the chatbot and designing the flow of the conversation. Our team of experienced conversational designers will help you create the perfect personality, natural flow, and effective conversation to help your end users get the answers or assistance they need.

This requires both the ability to write crisp, clear language as well as ability to understand the likely flow the customer would expect. Once the project team is done with the chatbot we will transition the continued changes of the content to the client.

Manage the Conversational Design

One of the challenges with a chatbot are constraints such as the amount of real estate and the graphics that can be incorporated for the design. The primary design tool you have to craft effective conversation with the customer is—not surprisingly—written language. This also represents your organization outwards to millions of potential customers and must accurately present the style and culture of your organization.

Before deciding on a platform, it is important to consider the amount and frequency of change of content/answers, as well as the required integrations to retrieve live information that the users will need. Talk to us to understand the options and considerations.

Chatbot Platforms

Selecting which platform to build and host your chatbot depends on the channel requirements, language, complexity and integration needs--ranging from simple and code free solutions such as Chatfuel, Octane.AI Botsify, to platforms such FlowXO, Dialogflow, Microsoft Bot Platform or IBM Watson, which offer more flexibility to custom development or integrations.

Our team has extensive experience in designing, setting up and integrating many of the above platforms. Our technical team can also custom- build your chatbot if required, using node JS or Python with custom integration. We recommend that you carefully evaluate your feature/language requirements before selecting a platform. This is a fast- evolving space and companies and platforms come and go. Let us help you make the best choice for a lasting solution!

Dont Drive Blind

To improve chatbot accuracy, customer experience, and the ability for the chatbot to absorb more of the collaboration currently done by people, Chatbot Analytics are critical. There are a number of platforms which allow you to gain insight into how your Artificial Intelligence is performing and how sessions flow as well as helping you understand the sentiment of your customers.

Most of the platforms come with some built-in reporting capabilities. But to get a better understanding of your AI/NLP and chatbot performance, we recommend that you use one or more of the third-party bots or AI analytics tools available.

These analytics platforms are easily integrated from a variety of platforms and will add the insight you need to make data-driven decisions for improvements to your Artificial Intelligence or chatbot conversational flow.

Symprio also has AI and Chatbot Analytics solutions which can be implemented On-Prem. Talk to us if you are unclear or need help.

Intelligent Automation

Combining the power of automated chatbots with artificial intelligence, and then with API-based integration or Robotics Process Automation solutions enables you to solve business problems which were previously considered impossible to automate.

Symprio can help you leverag Artificial Intelligence to interpret requests from a customer, send follow-up messages, or clarify, t and subsequently trigger activities to be performed, in a variety of applications. We integrate chatbots with cutting-edge Robotics Process Automation tools such as UIPath, WorkFusion or BluePrism, helping to speed up your processes and handle troubleshooting.

To learn more, check out our Automation / RPA practice.

Insights

Top 10 strategies to create a successful Chatbot

Top 10 strategies to create a successful Chatbot

Chatbots can be effective and cost effective mechanism to communicate with potential or actual customers in real time. Customers are more and more expecting immediate responses and if you are unable to provide this they quickly move to competitors…