Get ready for the “New Normal”

with Rulai’s advanced Conversational AI platform

Put Conversational AI to work in the new COVID-19 world with virtual assistants and bots that can de-stress contact centers, uplevel your customer experience, and help your employees adjust to a new work environment.
11 bot solutions that can make a difference today.

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Customer Experience Solutions

Take control of your customer support operations with the help of AI


1. Call deflection voice bot

Triage incoming calls, resolve as many as possible upfront, deflect to another channel, provide call back, or escalate to a human agent if all else fails.

2. Rapid response online virtual agent

24/7 self-service, answers to most common and urgent questions. Can be launched in hours with Rulai’s customizable chat widget and knowledge accelerator. Includes COVID-related questions with Rulai’s COVID-19 template with FAQs and symptom checker.

Examples of typical questions:

Banking Insurance Retail Life Sciences & Health Travel Public Sector
Are you waiving any fees? Is my travel cancellation covered? What are your opening hours? Are you restricting visitors? Can I get a refund? When will schools reopen?
When can I visit the branch near me? Can I get a refund on my car insurance? Is it safe to come into the store? How are you protecting patients? What’s the status of my trip? Can I go to the beach?
Can I defer a loan payment? Is COVID-19 testing covered? What’s the status of my order? Can I get tested for COVID-19? Will I be quarantined after my flight? My husband has tested positive. What do I do?

 

3. Online personal concierge bot

Signed-in customers get a personalized experience with Rulai’s concierge bot. Integrated with your CRM, it can kick off workflows that deal with post-sales support issues, or help guide customers to products or services that fit their needs.

Examples of typical actions:

Banking Insurance Retail Life Sciences & Health Travel Public Sector
I’d like to increase my credit limit. I’d like to change my policy to include COVID expenses. Please cancel my order. I’d like to schedule a doctor appointment. I’d like to cancel my trip. I’d like to apply for unemployment benefits.
I want to increase my mortgage. I’d like to submit a claim for my hospital visit. I want to change delivery address from office to home. I feel sick. What do I do? I’d like to rebook my hotel. I’d like to change my DMV appointment.
I’d like to defer a payment. I’d like to get a life insurance quote. I’d like to return an item. Please sign me up for a clinical trial. I’d like to request an upgrade. I’d like to apply to become a contact tracer.

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Employee Experience Solutions

Ensure your employees feel safe and cared for with the help of AI


4. COVID-19 HR policy and emergency response bot

Help employees navigate process and policy changes related to COVID-19 without overwhelming your HR helpdesk. Provide helpful information on how to avoid becoming sick, based on information from trusted sources, with an easy built-in reporting tool that automatically kicks off the right internal workflow or escalation.

5. COVID-19 enterprise contact tracing assistant bot

Companies will need to deploy contact tracing to quickly identify infection outbreaks within the company and stop the virus in its tracks. A bot can help train contact tracing agents, as well as monitor their work and guide them with the right standard operating procedures, the right answers to employee’s questions, and the recommended next best actions.

6. Work-from-home IT helpdesk bot

Employees working from home need help setting up the right IT infrastructure, including VPNs, video conferencing capabilities, etc. An IT Helpdesk bot can guide an employee throughout the set up process and provide ongoing assistance with common requests like password reset, etc. The bot will escalate to an IT Helpdesk agent when necessary.

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Agent Experience Solutions

Guide your agents through the changes with the help of AI


7. Micro-training virtual tutor

Leverage AI to simulate customer interactions and accelerate learning of new procedures. A virtual tutor reduces the number of trainers required, allows for training of more complex inquiries, and improves associate confidence. Virtual tutors will accelerate training by as much as 50% and improve the quality of service.

8. @Home whisper agent

Associates working from home don’t have the same support structure as before while having to learn a lot of new procedures. Pair them up with a virtual assistant who will guide them in real-time. The bot navigates backend systems for the most relevant answers or recommended next actions, greatly improving consistency of answers and reducing average handle time and escalations.

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Citizen Experience Solutions

Give contact tracers the tools they need with the help of AI


9. Citizen symptom checker

Rulai’s symptom checker is an easy to use, digital tool to help citizens get important information about COVID-19, assess their health symptoms for COVID-19 risk, and guide to the most appropriate help channels. It can be designed to escalate to a human helper or contact tracer if certain conditions are met.

10. Contact tracer virtual tutor

Use virtual tutors to train a contact tracer on the most common use cases, as well as test their knowledge. The bot can handle role playing, test administration, as well as score reporting and feedback. Virtual tutors can speed up learning and on-boarding by as much as 50%, while increasing the overall quality of service.

11. Contact tracer virtual assistant

Use virtual assistants to monitor every conversation between a citizen and a contact tracer, and guide the contact tracer in real-time with knowledge, standard operating procedures, next best actions, as well as after call work. Agent assist bots can increase productivity by 20% and improve the overall quality and consistency of the service provided.

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Rapid response teams are ready to help

Our professional services teams and our partners are leaning in to quickly help you respond to the COVID-19 crisis.

Key capabilities of Rulai-powered virtual assistants:

Rulai’s AI-infused SAFE solution approach makes creating powerful virtual assistants effortless and fast.
 

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Smart

Rulai’s virtual assistants are incredibly smart. They can hold a conversation longer than anyone else, without getting confused. Rulai’s level 3 AI dialog manager can construct a multi-round conversation in real-time without writing a single line of code. It is the only platform capable of automating more than 70% of all customer service interactions.

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Action Oriented

They are designed to take action. Rulai’s virtual assistants come with an RPA engine built-in to automate workflows and create conversational dialogues with ease. With 100s of built-in integrations and a powerful Javascript engine, connecting to enterprise systems or 3rd party RPA platforms is a breeze.

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Fast

They are fast learners. Rulai has automated most of the critical bot implementation steps, including identifying use cases, generating training data, acquiring knowledge, automating workflows, and identifying gaps and issues. Combined with our no-code design studio, companies can launch bots and improve them in a fraction of the time required by others.

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Extensible

Finally, they have enormous potential. Rulai-powered bots integrate seamlessly with voice or text-based customer touch points, contact center providers, agent desktops, backend fulfillment systems, and even with other bots, providing a consistent experience across the customer journey.

Additional resources to help you manage your crisis response

Expert’s guide to conversational AI

This expert’s guide details five levels of automation to establish a standard measure for the ability and intelligence of virtual assistants. It assesses not the product, but the underlying technology to provide a system for objectively classifying virtual assistants. Download
 

Coronavirus – 5 immediate actions to reduce contact center overload

Watch this conversation with Henry Truong, former CTO of TTEC, on the five actions banks can take immediately to mitigate the current crisis. It includes practical tips dealing with agent health and security, agent training procedures, call triaging, channel shift strategies as well as data task force governance. Watch

S.A.F.E. – Best practices for successful Conversational AI deployment

Each conversational AI projects has technical, timing, and economic risks, largely due to the high expectations of virtual assistants. Traditional approaches to software development need to be adapted to alleviate the risk. Watch Prof. Yi Zhang discuss the S.A.F.E. methodology for developing successful AI-based virtual assistants. Watch

Banking in a COVID-19 world

COVID-19 will have a lasting impact on how people live their lives and how companies conduct their business. We analyze the big trends that are emerging and how banks can prepare for the ‘new normal’. One thing is clear. Digital Transformation and Automation will accelerate and banks who ‘prioritize agility over predictability’, and emphasize ‘bold learning at scale’ will grow faster than those who don’t. Learn more

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