Velaro: Customer Engagement Challenges Made Easy

Today, the highest cost for customers is the cost of the live agents (the human resource cost), and they are looking to do more with less and smaller budgets. To assist them with the same, we have implemented several advanced chatbot features that leverage rich artificial intelligence, including an entirely automated distribution without an agent. The human experience is of top importance at Velaro, so our Bots are very advanced, and mimic real-life conversations. A differentiator for us is the ability to detect sentiment of a conversation and transfer a chat seamlessly to a real live agent. Meanwhile, these moments if not positive, are logged real-time to allow administrators to fix these unnatural human experiences on the fly, preventing them from frustrating a customer in the future.

Whether a chatbot is on a webpage, an app, or a different channel, we can triage the visitors’ needs effectively. We also handle both pathways and a decision tree, button responses to hone in on specific responses, sophisticated rich controls such as fulfillment integrations or in combination with natural language phrasing and keyword detection for a more human like conversation flow.

The problem with bots is that the programming gets quite unwieldy over time. It should be restricted to conversational flow only, sticking to the goal of what is being presented in order to keep the overall communication seamless. We are separating the conversation from the content. We have a knowledge base that helps us enable effective content automation and can be utilized by an agent or a bot. Whether it’s a ticketing system or a knowledge base system, there is disparate information over several departments, such as marketing, sales, and support. Leveraging these information assets becomes a daunting task as enterprises don’t have access to all the required tools. Moreover, a ticketing system is most often a proprietary solution with a purpose that is specifically fit for internal problem-solving. This had been a major problem for larger customers that didn’t have any systems at hand to solve and meet the needs of a customer facing solution or one to specifically support their live chat and bot agents. We provide them with the ability to take this knowledge base and granularize it to make it deliverable and purpose fit.

Could you elaborate on the benefits of the solution provided by Velaro?

Enterprises are looking to have live agents augmented with automation to provide better service to customers while doing more with less. We have different webhooks that allow us to create a ticket or schedule appointments, which is very valuable for off-hours use to extend the reach of the live agent pool and to supplement agents.

We not only have an unlimited ability to intake customer’s data yet also have a robust workflow engine. We assist our customers to manage their customer engagement life cycle with our expression capable workflow engine that sits at the core of our solution. Our granular data capability is one of our biggest differentiators, which is why enterprises choose us. We also integrate with tools such as Microsoft Power BI, and all sorts of data cubes that allow enterprises to be able to crunch and dice their own data.

We also have a compliance model, unique to Velaro, which enables customers to offload all data entirely. In fact they can choose to never store data if that is what they prefer. It allows customers to track the transactions that occur while maintaining anonymity, so there’s no personal information or browser information stored. The encrypted data is offloaded real-time to a location of the customer’s choice, whether to the cloud or their own on-premise store. Moreover, we provide robust security and infrastructure with our offering. Whether it’s being compliant with HIPAA, GDPR, PCI compliance, the Telephone Consumer Protection Act (TCPA) or offering Single Sign On and advanced two-factor authentication methods, we ensure our customers remain secure. The visibility of a given visitors’ strength across the events in the business life cycle is a key area that we are growing in, and we will continue to connect the dots, making our platform a key player in their omni-channel solution.

What does the future hold for Velaro?

We are continuing to advance our messaging offering and AI aspects. Our platform functions very well out of the box for most customers, yet when our customers require uniqueness, we are ready to integrate with any system, proprietary or not. Since the onset of the chatbots in the market, consumers don’t want to speak to live agents unless the chatbot is effective. We are currently moving into different channels, including asynchronous channels such as WhatsApp, iMessage and voice and audio commands within different apps and appliances. Since we support 100’s of languages, our goal is to continue focusing on some of the underserved and growing markets. We are already making great strides in Latin America and throughout Europe. Our aim is to be able to utilize these channels as effectively as possible to help our clients global keep growing.