Coronavirus – Here’s how Rulai is helping

Categories: Contact Center, News | Tags: ,

These are unprecedented times. I hope you, your family, and your colleagues are staying safe and healthy. Like many San Francisco Bay Area based companies, we have temporarily closed our offices and asked employees to work from home. I want to assure you that we are monitoring our infrastructure as before. Our Conversational AI platform continues to operate as normal.

The pandemic is causing significant business challenges for the customer and employee experience, with contact centers and help desks being overloaded with questions and requests. I wanted to outline two ways Rulai is committed to help in this crisis situation:

  1. Help accelerate self service automation. Over the past week, we’ve seen a significant increase in text and voice bot volumes as more and more companies turn to automation as the first line of defense against overloaded contact centers. Sophisticated bots can automate up to 70% of customer support use cases without human intervention, thereby speeding up resolution for consumers and focusing the work of human agents on more complex issues. Bots can handle issues and rule changes around disrupted travel, food order delivery, eCommerce fulfillment, health screening and appointments, health insurance inquiries, and many more.

    We have set up a Rapid Development Team to help customers deploy a virtual assistant (both text and voice/IVR) within 5 working days. Please let me know if we can help.

  2. Free access to COVID-19 HR bot. In this fluid environment, both employees and companies are struggling to stay-up-to-date with what’s happening, and internal HR service desks are not equipped to handle the volume of employee questions. In order to help we built a COVID-19 HR bot that can handle the most common questions about the virus (from trusted sources like CDC and WHO), effectively communicate a company’s policy, give employees an automated channel to notify the company about any health changes, as well as provide an escalation path to human agents. You can read more about this bot here.

    We also decided to grant free access to our platform and the COVID-19 HR bot through July 1, 2020. Any enterprise in the US can customize and use this bot immediately to offload their overworked service desks and keep employees informed about what’s happening. You can request a free account here.

We think AI technology can play an important role in addressing some of our current challenges. We founded the company on the belief that advanced AI should be democratized and easy to use by everyone, not just AI scientists and developers. By opening up our platform for free, we hope we can play a small part in helping companies deal with this crisis. On behalf of everyone at Rulai, we are committed to supporting you in whatever way possible.

Stay healthy!

Marc Vanlerberghe