Convy Chatbot  (Conversational Engine)

Eudata artificial intelligence Convy AI helps customers with a human like experience simplifying customer interactions

Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions

Company Advantages

  • Increase customer satisfaction due to fast response, pervasive omnichannel approach and H24 availability
  • Contacts handled by CC agents reduction up to 70%
  • Natural language and context understanding ensure a human like empathic dialogue, giving to your BOT a real nature
  • Simply extend it to a large number of services configuring the knowledge base behind
  • Deploy the solution to a number  of contact channels in a single click
  • Context-aware transition from Self Service to Assisted Service (from chatBOT to real agents)
  • Serve thousands users at the same time

 

Customer Advantages

  • Significant reduction of time spent searching in web site for a certain product/information
  • Brands will give to customers the chance to choose the channel to use, instead of forcing to use their preferred one. This means a huge benefit for customer’s experience
  • The conversation starts immediately and can be closed in a few steps
  • Availability H24

Features

A conversational BOT is an effective support for your business growth, thanks to a human like experience that will improve your customer’s satisfaction and makes available your services 7 x 24. Your customer service team or your expert advisors will work on the value added conversations where human touch is the key for a transaction closure or to avoid a churn.

  • Teacher BOT: an innovative way to compose a dialogue using a conversational interface that makes possible the dialogue set up also without development skills
  • Define your BOT nature: Eudata Convy.ai has the capability to define a BOT character in order to associate it to your brand message
  • Semantic layer: permits to set up open conversations with customers using natural language
  • Seamless transition from self-service to an agent: if necessary, an agent can be involved in a seamless and contextualized way without changing the interface on client side
  • Connectors to Conversational interfaces

Teacher BOT

In addition to the classical configuration BOT mode, the biggest new feature about a conversational engine is the TeacherBOT: a tutorial BOT wizard tool!

The master “Teacher BOT” instructs end user simply and effectively how to create a new BOT ; in the “View All” section Convy Story Board it’s then possible to access to all configured BOT

Front End connectors                            

 

  • FB Messanger
  • Telegram
  • Skype
  • Skype for Business
  • WCS Chat
  • Persistent Chat
  • Email, SMS
  • Web ChatBOT
  • Amazon Echo

 

 

Back End connectors

 

  • SF.com
  • Cisco UCCE
  • Cogito Expert System (OEM)
  • Api.Ai (Dialogflow)
  • Microsoft Luis

Usage

  • Conversational customer service and support
  • Conversational sales
  • Conversational FAQs
  • Lead generation
  • IOT integration

 

Convy Features Matrix

Find out now the full list of all the Convy A.I. Features

Convy Features Matrix
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Area

Functionality

Note

NLP

Lexical analysis

These 4 levels of analysis and comprehension of text are automated and integrated inside any solution based on the Cogito technology

Grammatical analysis

Syntactic analysis

Semantic analysis

Entities recognition

Automatic recognition of persons, products, companies, organizations, not based on closed lists but on inference

Normalization

Recognition of language constructs as: homonymies, synonyms, hyperonymies, hyponymies…

Integration through the natural Language

By means of the functionalities described above, Cogito enables the platform to the interaction in the natural language, to give the user an advanced experience that is not based on pre-determined Patterns for dialogues recognition and  development

NLP Personalization

The interaction modality in NPL is customizable through Cogito Studio: this way the system is able to evolve through the changements of the customer needs

Supported Semantic Engine


Cogito Expert System (OEM)

Api.Ai NEW

Microsoft Luis
NEW

IBM Watson will be supported Soon

Supported languages

Supported languages

12 supported languages: Italian, English, French, German, Spanish, Arabic, Korean, Chinese, Hebrew, Polish, Dutch, Greek

Level of coverage of the Italian language

450.000 predefined concepts, 6 million relationships among concepts

Personalization of the semantic network

Through a specific tool (Cogito Studio)

Telco Language Package

The general vocabulary over the years has been extended with specific telecommunication market-oriented terminology and concepts.

Through Cogito Studio it is possible to train the system to recognize particular terms and concepts of a specific company and its products and services offer

Automatic categorization

Text classification on the basis of a standard taxonomy

Various taxonomies are available, based on the international standards of the classification of information: news, intelligence, crimes, cybercrime, finance…

Texts classification on the basis of a personalized taxonomy

Through Cogito Studio it is possible to train the software to classify texts on the basis of a personalized taxonomy (for instance, the tree of the triplets of a CRM system)

Possibility to personalize the classification rules

Cogito Studio provides a specific language (C-Language) suitable for customizing and controlling with precision the logics of classification of any text or document

Information Extraction

Extraction of concepts from a text

Cogito can extract and process from a text not only simple words, but accurate and free of ambiguity concepts (for instance “access point”, “data network”, “optical fiber”, “IP address”…)

Structured data extraction

The system can recognize, extract and normalize structured data (for example customer code, fiscal code, dates)

Entities extraction

The system can recognize, extract and normalize entities like persons, product names, companies, organizations, cities, geographic locations, addresses

Data normalization

The extracted information are automatically normalized and reorganized (for example, a name can be split in first name and last name). Potential custom normalizations are managed in a simple way by Cogito Studio

Possibility to customize the extraction rules

Cogito Studio provides a dedicated language (E-Language) to customize and control with precision the extraction logics of the entities. This way, as well as the standard entities supplied out of the box, Cogito allows the recognition of complex entities specific to the customer context or the context in which Cogito has to intervene

Sentiment analysis

Sentiment recognition

The system detects the sentiment used to write a text at the entire document level or single phrase level

Sentiment ranking

The sentiment is not classified through a binary mode (positive/negative) but on a scale of values

Sentiment on the Entities

In the future it is possible to extend the sentiment not on a document or phrase level, but on a Entity level. So, every extracted entity will be classified as associated to a sentiment or not

Chatbot and multichannel conversation management

Multichannel conversational Engine

 

Supporting Facebook Messenger

 

Supporting Twitter

 

Supporting Telegram

 

Supporting Skype

Both Skype free and Skype for Business

Supporting Amazon Echo

 

Persistent Chat management on web

 

Management of email conversations

 

Livechat management

 

Sms management

 

IVR/Voice Portal management

 

Chatbot customization

Design of chat flows

Through the administration tool it is possible to set more chat depending on the fruition channel

Design of the conversation flow

The design of the conversation flow is completely customizable through a graphic interface

Intent recognition

The recognition can occur in different modes: semantic analysis of the user messages, keyword recognition, pattern matching rules and regular expression

Multi-intent management

Available politics of multi-intent management through a pre-defined order or disambiguation asked to the user

Semantic hooks

Possibility to understand customer requests during the conversation and perform jumps of context in different parts of the conversational tree

Conditional blocks

 

Semantic blocks

Native functionalities available thanks to the integration with Cogito

Multimedia menu

Possibility to implement multimedia menù with with the use of images, videos, sounds

Multimedia node

Possibility to implement multimedia card to send customers information material

Extraction of structured information from the conversation based on semantic analysis

Native functionalities available thanks to the integration with Cogito

Extraction of structured information from the conversation based on keywords

 

Extraction of structured information from the conversation based on pattern matching and/or regexp

 

Categorization of conversations

Native functionalities available thanks to the integration with Cogito and its relative functionalities of categorization on one or more categorization tree, also personalized

Email dispatch

 

Web Service Connector

Possibility to interact with external systems and applications via Web Service SOAP or REST

Database Connector

Possibility to record on an external database the data and information collected by the Chatbot

Salesforce Connector

Possibility to interact with Salesforce Service Cloud for the customer recognition and handover

Skype for Business (S4B) Connector

Skype for Business Connector

Versioning

Possibility to create and publish different version of the flows for development, testing and production

Multiple publishing

Possibility to publish the same flow on different channels

Authentication node NEW

Convy now supports Oauth2 authentication to let customer authenticate through the bot (Facebook only supported)

Multimedia node NEW

Multimedia Node added to configure outbound multimedia object such as links, video, images and complex objects (the combination of the above)

Carousel in menu NEW

It's now possible to configure carousel menu to add images to buttons

Handover management

Handover based on customer errors

Conversation forwarded after N attempts to interpret customer messages

Handover based on  service timetable

Possibility to offer a callback calling for chats occurred out of the service hours of the contact center

Handover based on agents’ availability

Possibility to offer a callback calling due to agents’ unavailability (prior integration with a system of dynamic check of the agents’ availability)

Survey

Survey management

Possibility to provide surveys directly by questions/answers handled in chat or through an external link of a survey management site

Administration

Administration console

Web Administration Tool for Chatbot management and administration

Conversation data logs

All the chat data are tracked and recorded: IP, customer, device, text of the conversation…

Real time analytics

It allows the visualization of the active chats and a quantitative measurement of the tool usage through the graphic representation “Live Statistics”

History

It allows the recording of all the conversations on a database and the distribution of aggregate data for statistics

KPI Performance

The system tracks the number of received dialogs, managed by the system and closed, managed by error, closed due to timeout, handover to agent. All the management times are tracked

Semantic and Navigation analytics

Possibility to visualize detailed analytics of the conversations including the navigation of the flow nodes and of the semantic recognition

Conversation navigation detail reporting NEW

It's now possible to retrieve the entire navigation history of each dialog with all the echanged text (Human2Bot and Bot2Human)

Configuration Import/Export NEW

It's now possible to export and import flows. This feature can be used in case of backups or in case of flows propagation to different companies

Admin UX review (4.7) NEW

Complete review of the Admin UI and UX

Qualitative reporting NEW

Convy adds new reporting tools to analyze the chatbot quality and to help administrators and supervisor to mantain it. Semantic analytics, confidence analytics, flow navigation detail and dialogs detail containing all the details of a single dialog

Company default configurations NEW

Default configurations per company added. Once configured new flows inherits standard configurations from this

Performance review NEW

Convy has been optimized in order to raise up the number of concurrent dialogs handled

Market recognition

Patent technology

The Cogito platform has an international registered patent

Analysts’ rating

Forrester Research in June 2016 has nominated Expert System as one of the first 10 companies all over the world in the solutions market of Big Data Text Analytics.

Gartner in 2015 included Expert System among the main companies in the solution sector of Enterprise Search.

Eudata received from Gartner a Honorable Mention in the Magic Quadrant 2016 for the CRM Customer Engagement solutions

 

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