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With increasing channels of interaction and constantly evolving requirements, the existing means of engagement are not sufficient to meet the customers’ expectations. Consequent inefficiencies in addressing customer concerns can lead to a trust deficit and negatively impact the brand reputation.

Happiest Minds Digital Query Assistant solution integrates self-service, associated service, and virtual agents with the traditional customer service channels to enhance interactions across disparate channels including mobile, the web, social media, and voice mail. This AI powered self knowledge assembly system enables organizations to optimize customer interactions, increase satisfaction rate, reduce first call resolution time, and boost service productivity. Digital Query Assistant empowers organizations to:

  • Create a unified self-assembling or self-learning platform/hub.
  • Leverage customer data to deliver personalized/ contextualized knowledge.
  • Simplify data gathering and derive actionable insights.
  • Break the silos and generate a single version of truth.
  • Better understand customer sentiments and requirements.
  • Enable augmented search with personalization, relevance and contextual content.

The DQA solution can be integrated with any internal or external application like CRM, ERP, PLM, ticketing system, and call center or service center software, delivering the key business KPIs. The proprietary deep learning framework delivers most relevant and contextualized content to customers whenever they interact with this system.

DQA Differentiators

  • Shares knowledge that is in the moment, behavioural of the end point and profile, and transaction based
  • Business function, process or product specific and context-built
  • Ingests metadata extracted from the enterprise database and interactive knowledge defined by a knowledge boundary and not public domain

Use Cases

The mCaaS™ Chatbot powered by the Vertical AI framework of DQA has the following Chatbot Avatars:

  • Banking Sales or Service Digital Assistant

It acts as a Virtual Assistant that takes the customer through the process or function, seamlessly. The usage of the chatbot brings valuable disruptions; the Personalized Credit Card Approval can now be facilitated in minutes as against days. Additionally, with the usage and deployment of the chatbot, the call center L1 calls can be reduced by more than 40%.

  • Super-Agent or a Call Center Virtual Assistant

It transforms into a Cognitive bot self that assembles knowledge to provide single system of truth for instant call resolution. This can lead to significant increase in agent productivity and first call resolutions and reduce agent On-boarding time by at-least 50%.

  • Airport or a Theme Park Virtual Steward

It becomes a Virtual Assistant for passengers or guests for navigation, planning, sale, and event recommendation. This can lead to improved passenger experience and customer engagement. Its ability to proactively book taxis or meals and shop at airport while at home or act as an event planner for a theme park makes it the perfect CRM spoc.

  • Virtual Assistant to In-Moment Advisors

It also transforms as a Virtual Assistant to in-moment advisors for retail store associate, banking RM, and travel guides to help them interact with customers, proactively recommend products, provide knowledge or guidance, and assist in personalized sales.

  • Knowledge or Research Assistant for Financial Research Industry

The end users get a K-Bot which can answer their personalized queries on a research.The research analysts get a virtual assistant who helps them create research reports on a topic.


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