Just AI: Comprehensive Chatbot Solutions for Enhancing Customer Service

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Nastasya Savina, CEO of Just AI UK

In today’s competitive enterprise sphere, AI-powered chatbots are growing in importance amongst the tools that businesses use to service their clients. Consumers seek instant gratification of their requests, which pressures enterprises to look for novel means to ensure 24/7 interactions. In this context, chatbots promise to effectively streamline enterprises’ ability to serve customers and enhance business operations. Just AI, a leading chatbot solution provider helps companies to effectively engage with customers even in the absence of a “human at the other end.” The company’s chatbot and voice technologies development platforms enable the creation of solutions dramatically improving customer experience, while delivering significant savings to businesses of all sizes.

While conversing with the CIO Applications’ editorial team Kirill Petrov, Founder and Managing Director of Just AI, and Nastasya Savina, its CEO of Just AI UK share their insights on the company’s journey, solutions, and the value propositions that the company imparts to its clients.

Could you give us a brief overview of Just AI?

Just AI is a provider of conversational AI technologies that enhance the dialogue between a human and a machine. With our extensive expertise in the space and core focus on customer satisfaction, we position ourselves as the leader in the market with several top clients in telecom, banking, retail, and other verticals. Our development platforms host more than 10,000 developers that created 15,000+ chatbots and voice skills, used by millions of people every day. In 2014, Just AI’s proprietary natural language understanding (NLU) engine passed the Turing test by exhibiting its indistinguishable behavior from that of a human. With an NLU engine at the core of our offerings, our solutions help businesses of all sizes—from SMB to enterprises—in facilitating better communication with their key stakeholders. The company was geographically expanded in 2018, by opening offices in the UK and China.

With the zeal to empower developers with a versatile tool, Just AI tables JAICP (Just AI Conversational Platform), an enterprise-level platform for building, training and hosting NLU-powered AI assistants, chatbots and voice solutions. Just AI also offers Aimylogic - a perfect solution when a business makes first steps in developing a chatbot or a voice skill. It is an easy-to-use universal chatbot or voice skills builder that supports multiple channels – perfect for trial. A multilingual NLU engine’s C.A.I.L.A (Conversational AI Linguist Assistant) is the AI core of Just AI’s solutions.

It is a useful tool for dataset mark-up that dramatically improves the teamwork of data scientists and computational linguists, speeding up the creation of intent recognition models. Its algorithms can be applied to specific datasets which ensure high accuracy for semantic analysis and data clusterization. Additionally,Just AI offers hardware and toys manufacturers Aimybox - a dedicated set of content and technologies for building smart devices for kids.

What are the major trends in the Chatbots solutions arena that Just AI aligns with?

Chatbots, the cutting-edge tools which were primarily used just in the most innovative industries like IT, telecom or finance, have evolved as an essential part of the customer service in all industries. The proliferation of digital assistants and smart speakers led enterprises to develop their voice-based chatbots (or so-called “skills”) allowing them to deliver the next level of service to their customers. Voice-based conversational AI solutions can automate a major portion of inbound and outbound traffic (robocalls) on call centers bringing tremendous savings in the operational costs.

Application of chatbots now extends beyond customer experience solutions. Several businesses are beginning to adopt them even for inter-company communications. Enterprises can leverage chatbots or voice skills for various operations including searching for proper documents or internal policies in a corporate archive, booking internal resources or business trips, and reporting. Accordingly, we expect that in 2019 chatbots’ applications will be further popularized.

What are the significant challenges businesses face while leveraging chatbot solutions?

Maximizing profits being the prime focus, enterprises use chatbots and voice technologies as a core element of their operations to ultimately, streamline their business. In implementing chatbot solutions, one of the major challenges faced by global organizations is harmonization of all systems, tools, and communication channels while managing multilingualism. Regional entities that are required to standardize business processes will be more inclined to use versatile technologies and solutions that can be successfully applied globally. Long and complex interactions, like training, purchasing, and tech support should be carried out in omnichannel environments. Legacy chatbot solutions are not always able to deliver the desired result seamlessly across multiple channels.

Additionally, the development of voice-based solutions (e.g., skills for smart speakers) requires specific expertise from an architect, a linguist, a UX designer, a developer, and a range of other professions. Each member of the development team needs dedicated tools to optimize their expertise. JAICP supports the complete development workflow for all roles in the creation of a voice-based solution.

How does Just AI help its customers mitigate the setbacks pertaining to the Chatbots space?

To address the need for multilingualism, now JAICP supports eight European languages, and we intend to add other languages in the next few months. It allows export of voice skill to multiple communication channels such as web, various messengers and personal assistants. Therefore, a developer creates single multilingual omnichannel chatbot or voice solution without the need to design one for each channel. It results in reduced project costs and improved quality of the final solution.

Looking ahead, what will be the next significant steps that Just AI would take in improving the value proposition of its solution stack or even expand geographically?

With the thrive on capturing the international market, we are working on integrating further 12 languages into our solutions. The company is planning to launch its product stack globally, especially in the Western markets. Focusing on recruiting more pilot projects, we are diverting our core focus on building our partnership network and establish our footprints in main industry verticals, like telecom, finance, insurance and retail.