How businesses are enhancing customer experience with AI-powered chatbots

AI-powered chatbots come with many benefits for the businesses that adopt them, but in some instances, they can have greater impact for the everyday user.

In this blog, we list four recent articles giving examples of where AI-powered applications and chatbots have been put into practice to help customers and the common man.


#1 Chatbot that overturned 160,000 parking fines now helping refugees claim asylum

By @elenacresci

The developer of the ‘world’s first robot lawyer’ application, which helped overturn more than one-hundred parking fines, is now adapting the functionality of the integrated chatbot to provide legal aid to refugees seeking asylum in the US and Canada, as well as asylum support in the UK.

The original DoNotPay AI-powered application gives legal aid through a simple chat interface, where a chatbot asks a series of questions to help determine which application a refugee needs to fill out and whether they are eligible for asylum protection under international law.

After this, the chatbot takes note of the relevant details required for asylum applications in the US or Canada, auto-fills the application form and sends. Refugees in the UK are advised that they need to fill out the application in person, but the bot helps them fill out an ASF1 form for asylum support.

The AI-powered application has received backing from immigration lawyers, suggesting that there are major benefits to the use of chatbots in the asylum application process – including the simplification of application submission and empowerment of legal aid organisation to assist a larger number of clients.


#2 GP at Hand: the doctor app shaking up London’s healthcare

By @Fish_o_wick

A new mobile phone application, GP at Hand, developed by UK-based start-up Babylon, allows users to simply type in their health symptoms to which a AI-powered chatbot responds.

The initial reply from the chatbot asks the user when their symptoms started and then continues with a diagnosis by asking relevant questions about pain levels and associated symptoms, then at an appropriate time will connect the user with a GP via a 24-hour live video service where the waiting time can be as little as six minutes.

The founder of the application says the AI-powered application boasts more than five-hundred million strings of knowledge – compared to the five to ten million an average human GP has – meaning it’s able to easily connect the dots between symptoms and illnesses.

The goal: to do for healthcare what Google did with information – making it accessible and affordable, and put it in the hands of every person globally.

This is a big ambition for Babylon and the GP at Hand application, but the app has already attracted more than twenty-six thousand users in London, accelerating to a rate of one person every two minutes. It has also been backed by the NHS.


#3 UBank launches IBM Watson-based AI assistant

By @ZDNet

The Australian direct bank, UBank, has recently unveiled RoboBrain – a personalised cognitive assistant that helps shorten response times for their customers. This follows the launch of their RoboChat last year which helps customers complete home loan applications.

UBank has designed and developed the AI-powered application to create a one-stop solution for searching information at the bank; consolidating a number of knowledge bases into to one.

Unlike the other examples we’ve already listed, RoboBrain is used by staff rather than the customers. Agents simply ask the AI assistant a question to gain the information they need to respond to a customer they have on the phone or live chat.

By implementing RoboBrain, UBank has been able to improve response time for over 400,000 customers, cutting down search time by 33%, with the assistant providing the required information in a matter of seconds.

UBank claims this is a prime example of how you can help customers through innovation.


#4 A.I. helps Oscar the chatbot answer 75 percent of travel questions

By @HillaryGrigonis

Travel operator Air New Zealand has seen its AI-powered chatbot, Bravo Oscar Tango, go from answering just seven per cent of questions to seventy-five per cent.

The chatbot, known commonly as Oscar, is used for more than one-thousand conversations a day on the airlines website and mobile application – and because the bot is powered by artificial intelligence, the more the chat function is used, the more accurate and conversational Oscar gets.

As a result, Air New Zealand customers now have a quick and convenient way to get the travel information they need, with no human interaction necessary; meaning customer service agents have been freed up to focus on handling the more complex customer queries.


So, what do these examples mean to service providers and developers?

As more organisations, across a wide range of industries, look at innovative ways to enhance the customer experience and simplify business operations, the demand for AI-powered chatbots is only going to be fuelled. And, it’s up to service providers like you to support them in the development of their unique applications.

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