Businesses set out to create chatbots, only to realize that deployment can take months within their legacy systems. What especially hinders the launching of a chatbot is the lack of natural language understanding or processing (NLU/P), limiting the bot’s ability to answer only preset questions. Adding to their woes is the additional overhead from employing experts in machine learning to create, train, and launch a chatbot.
"We see chatbots revolutionizing the world of customer service and we are set on a mission to empower clients to derive value from this revolution"
A seasoned player in conversational intelligence, Passage AI enables businesses to harness the power of AI-based conversational interfaces through its sophisticated NLU/P bot-building solution. Without requiring companies to develop the code, Passage AI helps them reduce expenses and the time required to build a chatbot. “Through our chatbot solutions, we allow clients to reduce manual processes enabling service agents to apply their intellect in other key business areas,” says Raj. “The solutions not only deliver exceptional experiences to the audience but also guarantee a better bottom line for the business.”
Through our chatbot solutions, we allow clients to reduce manual processes enabling service agents to apply their intellect in other key business areas
Passage AI has tailored its technology by thoroughly understanding the market and implementing deep learning models, which are based on the specific requirements of clients and their motivation to better serve their customers. The company also gathers information on the use cases, which can be answering FAQs in a conversational manner, filling out a form, searching the catalog for products, or checking reward points. Based on the use case, Passage AI helps clients build a conversational intelligence model. Clients can collect data from diverse sources such as chats, search histories, and other essential data logs, and feed it to the bots to improve its intelligence. Passage AI’s UI-driven NLU/NLP platform uses one of the most sophisticated deep learning models—long short-term memory—through which bots understand natural language. The newly built bot can process data logs for a better grasp of the natural language of the end-users. From an implementation standpoint, it can work natively on 20 different platforms, including websites, mobile apps, SMS, intelligent personal assistants, and messaging platforms such as Facebook Messenger, WeChat, and WhatsApp. “We have built our chatbot platform to meet the needs of today’s users, whose attention is fragmented across various social media platforms and virtual assistants like Amazon Alexa and Siri,” says the CEO.
Raj explains that conversational intelligence has proven to be one of the best forms of interaction with customers —a far cry from having to click on numerous drop-down menus, finding FAQs, and sifting through several pages to get the right answer. For instance, if the end customer wants to return a product, instead of reading through return policies on the company website, he or she can speak with a smart chatbot that explains the procedure and finds the product the client wishes to return before sending a shipping label. With Passage AI’s chatbots outperforming live agents, businesses get maximum benefits from a conversational interface to deliver a prompt, more streamlined customer experiences. “The best part is that most customers don’t even realize they are speaking to an AI chatbot,” says Raj. From helping customers locate items within a store, to answering a simple question over the phone, Passage AI’s NLP technology ably demonstrates its AI capabilities. Passage AI’s reduced implementation time is an added advantage for businesses who want to quickly set up a streamlined customer service model, with bots that can boast 95 percent accuracy. “Our customers have launched a fully trained chatbot in as little as two weeks,” says Raj.
Passage AI’s prowess in the conversational intelligence space has grabbed the attention of numerous companies. Udacity, a pioneer in online learning, saw chatbots as a promising new technology that could help students discover and take advantage of some of the best educational opportunities. The online learning company approached Passage AI to implement a bot that would act as an automated guidance counselor. Its aim was to help prospective students find appropriate courses and easily enroll on the Udacity website. Passage AI helped them build and deploy a chatbot, which resulted in a 41 percent increase in new student enrollments. “Working with PassageAI was a dream,” said Sam Mazaheri, the Director of Digital Marketing at Udacity when it initiated its partnership with Passage AI. “The level of support in creating the bot and refining it was outstanding. They are clearly deeply knowledgeable in conversational interfaces and how to create useful bots.” Similarly, the national retail chain Kohl’s has witnessed higher customer engagement after implementing chatbot with the help of Passage AI. In another instance, Calgary Public Library in Canada has been able to launch in less than three weeks a chatbot using the Passage AI platform. Having crafted such impressive customer success stories, Passage AI wants to take their value proposition to a greater level–with career planning and counseling through an ongoing dialog with students and by recommending the right courses for them to accomplish their goals. Passage AI also has a strong partner ecosystem and works closely with companies to provide an integrated and differentiated solution to customers.
Passage AI has envisioned a carefully planned roadmap to make the bot-building console more user-friendly. Raj leverages his industry experience of over a decade to unleash new opportunities in customer service and support through chatbots. Having a team with extensive deep learning and AI experience, Passage AI is driven to create the best NLP platform, and is working toward improving its machine learning algorithm with the goal of providing 100 percent accuracy in conversational interfaces. The company also aims to handle all types of novel platforms, from messaging apps to voice assistants. “We want to support all the new channels that are proliferating in the market, so clients can simply build the conversational intelligence that works on every platform,” says Raj.
With a presence in the U.S. and the European market, Passage AI is preparing to extend its global footprint by expanding its offerings to Asia and South America. “We see chatbots revolutionizing the world of customer service,” said Raj, “and we are on a mission to empower clients to derive value from this revolution.”