Home > Columns

Nanorep Chatbots Focus on Understanding What the Customer is Asking to Deliver Personalized Service


Presented By: Nanorep


The way it’s supposed to work is that business chatbots can answer customer questions, make relevant purchase suggestions, put through orders, and send shipping updates. From the customer perspective, engaging in such dialogues with a bot would provide more personal interactions than simply scrolling and clicking their way through a mobile app. Successful chatbot deployment could also reduce costs by enabling companies to reduce the number of live agents required to deliver quality customer service.  

But what works in theory doesn’t always pan out in practice. After implementing an ambitious campaign, Facebook recently dialed back on its chatbot efforts on their Messenger application when the program failed to fulfill 70% of users' requests. According to a report in The Information, the FB bots were not able to handle most customer inquiries without the intervention of human agents, and bots built by outside developers "had issues" because the "technology to understand human requests wasn't developed enough."  

 In the opinion of Lior Bachar, head of product for Israel-based Nanorep, the problem is that “Facebook’s current conversational bots create drawn-out engagements, rather than concise and relevant interactions.” He believes that there was greater emphasis on designing the bots to be humorous and quirky to appeal to millennials as opposed to ensuring that they were set up to consistently supply the desired answers.

Nanorep, a provider of self-service virtual assistants, and smart bot solutions, takes a different approach. “Customers interact with brands using a variety of different platforms.  They expect fluid transitions and continuous service,” he said. “We give them the opportunity to get both engaging conversational support and personalized, accurate answers. Natural language processing (NLP) enables customers to freely express their needs in almost any language and have their intent and context understood.”

Bachar sees the rise of NLP, combined with artificial intelligence (AI) and machine learning capabilities as part of a ‘megatrend’ driving improved understanding of customer needs. Nanorep’s Support Bot solution adds powerful live analytics to the mix to better understand what customers are asking and what truly gives them the most value  By monitoring the voice of the customer and applying analytics, Nanorep gives its clients valuable added insights. “We can analyze the magnitude and severity of customer issues, providing businesses the opportunity to address gaps in their products or services” noted Bachar.

Nanorep makes adaptation less complex, offering a 4-step process for implementing their digital self-service solution. “We provide easy access to the contact center,” he said. It begins with plug, load and play onboarding. It automatically imports content from a business’ knowledge bases and any external knowledge source to allow them to hit the ground running. The solution creates a clear, prioritized task list making it easy to identify and resolve knowledge gaps based on user profiles and segments. Nanorep provides a comprehensive tool box which allows for quick and easy process to create, edit and update any type of content in the customer’s journey. Finally, it delivers personalized, conversational guidance to help every customer promptly resolve their issues. “We believe our solution is perhaps the fastest deployment available on the market, and we’ve had implementations where it’s been ready to go within weeks after signing,” said Bachar.

Nanorep's chatbot solution makes customer service available on Facebook Messenger, Slack, Skype, and other platforms. “There are a lot of layers to the product’s capabilities,” said Bachar. “It operates at a high degree of sophistication, including the ability to interpret different versions of the same question, such as “How much does it cost?” and “What is the price?” But the main objectives are to know and understand the needs of the customer, to be able to easily provide contextual information such as where is the nearest branch office of a business and to contribute information on a specific product or service relevant to the transformation process.”

Nanorep has already compiled some impressive success stories. For example, they were called upon to create a use case for Mint Bills, an Intuit-owned company that helps people easily see and pay their bills in one place and never miss a payment. Mint Bills sought a solution that could assist customers in making payments for a frictionless process, deflect repetitive questions while seamlessly escalating complex issues and free up their teams to focus on revenue-generating activities.

Using Nanorep’s rechanneling strategy, Mint Bills was able efficiently escalate more difficult queries while accurately guiding the service’s extremely high percentage of new users throughout their journey for easy and successful engagements. The solution helped to drive a 45% reduction in call center volume and 10% reduction decrease in wait time for reps.  But most important, it enabled 70% of inquiries to be resolved through self-service. “We offer businesses what we call ‘one-shot learning’ where we teach algorithms how to properly answer customer questions,” said Bachar. “Our analytics deepen clients understanding of the customer experience and we’re able to deliver the kind of positive results that improve both CSAT ratings and NPS scores.”