AI-powered Chat Bot Solution
One of Teckinfo’s key offerings is an advanced chatbot solution, an intelligent virtual assistant that utilizes artificial intelligence and natural language processing to deliver exceptional customer experiences. Integrated with ID Cloud contact center software, our AI powered chatbot solution automates routine interactions and with its ability to understand and respond to customer inquiries in real-time, it enables businesses to provide instant support, free up human agents to focus on more complex tasks, enhance customer service and streamline operations. It is a powerful tool designed to digitally transform your contact center operations.
What is a Chatbot?
What is a Chatbot?
Supported Chatbot Models
Deterministic Chatbot (Rule-driven Chat Bot)
It is a menu-driven chat bot that works totally on predefined rules. It is flow-based operating strictly on rules, scripts, and decision trees without any self-learning or contextual understanding beyond what’s programmed.It is usually used for handling structured and repetitive queries.
Key Features & Characteristics:
- Based on workflows and predefined intents
- Follows if-this-then-that logic or decision trees
- Offers button-based responses
- Does not adapt or improve unless rules are manually updated
- Cannot hold long, free-flowing conversations
- Easily configurable via GUI-based bot builder
- Smooth data retrieval flow via integration with CRM/ERP systems
- Works on WhatsApp, web and Facebook Messenger
Use Cases:
- Banking/Insurance FAQs → Balance check, branch locations, policy details
- Customer Support → Ticket status, product manuals, troubleshooting steps
- E-commerce → Order tracking, return/refund policies
- Appointment Booking → Can follow fixed steps to collect date, time, and service type
NLP-based Chatbot
With natural language processing and understanding, this bot is able to comprehend customer queries in a humanized way. This enables the bot to understand user queries and their intent, extract entities and respond contextually.
Key Features & Characteristics:
- Built using platforms like Dialogflow or LLM APIs
- Trained on domain-specific intents and utterances
- Capable of handling multilingual conversations
- Dynamic API-based data fetching for personalized responses
- Escalation to live agent on ID Cloud seamlessly
- Can interpret intent and extract entities from free-text queries.
- With contextual understanding, it generates an accurate and relevant response.
- Maintains context across multiple turns of conversation
- With continuous data evaluation and feedback, it improves accuracy over time
- It can be trained to handle multiple languages and dialects.
Use Cases:
- Banking & Finance → Balance, transaction history query handling, card blocking, fraud detection, loan , credit card enquiries.
- Healthcare → Appointment scheduling, reminders, initial patient query handling, billing, insurance enquiries
- E-commerce & Retail → Returns, refunds and exchange requests, personalised product recommendations, order updates.
- Travel & Hospitality → Hotels, flight and package booking, rescheduling and cancellation requests.
- Customer Support → Automated tier-1 support and context-aware escalation to human agents.
Gen-AI Chatbot (LLM-Driven with Contextual Memory)
Leveraging Large Language Models (LLMs), contextual memory it simulates human-like, intelligent, and dynamic conversations to generate context-aware responses based on prior interactions, knowledge bases, and real-time data.
Key Features & Characteristics:
- Converses naturally with contextual awareness.
- Creates human-like answers instead of selecting from pre-written ones.
- Handles complex queries spanning multiple conversation turns.
- Ingests knowledge base/FAQs for instant answers
- Retains short term and long term memory for continuous , context-aware interactions
- Responds in a personalised way with accurate answers fetched via APIs, CRMs, FAQs, databases, etc.
- Can generate summaries, tickets, reports
Use Cases:
- Banking & Finance → Personalized recommendations, account servicing and support, investment comparisons.
- Healthcare → Pre- visit triage and data collection, patient interaction, symptom monitoring, continuous care support.
- E-commerce → Hyper-personalized shopping assistant remembering user history.
- Enterprise Support → Employee helpdesk that “remembers” recurring IT or HR issues.
- Education → Personalized tutoring with adaptive lesson continuity.
Key Integrations with ID Cloud
How does a Chatbot Work for Customer Service?
When your customer communicates with a bot, it analyzes the messages using natural language processing techniques to grasp the meaning and intent behind the words. It relies on a dialogue management system to maintain context and guide the conversation. It keeps track of previous interactions to provide relevant and coherent responses. Depending on its design, it may follow predefined rules or employ machine learning algorithms to make decisions and generate appropriate replies.
To enhance its knowledge and capabilities, chat bot for customer service utilizes a knowledge base or access external data sources. These resources provide information that can be retrieved and presented as answers, recommendations, or solutions to customer’s queries. Once it understands the input and determines the appropriate response, it generates a reply in a format that the client can understand. This output is then sent back to the customer to complete the interaction.
Choose the Best AI Chatbot as a Customer Interaction Tool
Uses of Conversational Chatbot for Different Industries
Banks & NBFC’s
- Remind customers about payments due
- Launch loan application process
- Process requests for debit and credit card loss or theft
- Verify users' identities online and complete KYC
- Send alerts and notifications in case of suspicious account activities
Insurance
- Assist customers in selecting the right policies and fill forms
- Conduct eKYC for customers with a conversational chatbot
- Apprise customers about renewals and new policies
- Assist users with the claims process
- Gather customer feedback about services provided
Healthcare
- Hospitals and clinics can schedule and fix appointments
- Gather information about new patients
- Remind patients about doctor follow-ups and medicine time table
- Share health tips and awareness about common diseases
E-Commerce
- Assist customers in the purchasing process
- Update customers on the latest offers and campaigns
- Make recommendations based on cart history
- Provide 24 x 7 customer support
Travel and Tourism
- Assist customers to make bookings, reschedule or cancel flights, hotel reservations etc.
- Notify customers of changes in flight schedules, hotel reservations, etc.
- Provide round the clock support
Key Features of AI-based Chatbot Support
- NLP / NLU: Utilizes advanced natural language processing and understanding algorithms to understand and interpret customer’s intent and emotions. It comprehends natural language and conversational nuances to provide an enriched conversational experience.
- Real-Time Interaction: Instant responses to customer inquiries, ensure timely support and reduce customer wait times. Empowers businesses to deliver 24x7 consistent service.
- Contextual Awareness: Businesses are able to maintain contextual conversations, remembering previous interactions and understanding follow-up questions. It delivers personalized and contextually relevant responses, enhancing the customer engagement.
- Multilingual Support: Capable of understanding and responding in multiple languages, it caters to a diverse customer base and ensures effective communication and support to customers from different language backgrounds.
- Self-Service Capabilities: Empowers customers to find answers to frequently asked questions and resolve common issues independently. It provides self-service options, guiding customers through step-by-step processes or offering relevant knowledge base articles.
- Seamless Live Agent Handoff: Option to transfer a customer live chat to a human agent with complete chat history, ensures a smooth transition for delivering a personalized experience.
- Integration: Can be integrated with various communication channels, viz: Website, Messenger, WhatsApp and more to provide a consistent experience across different touchpoints, allowing customers to engage through their preferred channels. Also API for integrating with leading CRM platforms and 3rd-party apps make it a comprehensive customer service chatbot solution.
- Analytics and Reporting: Businesses can capture valuable data to analyze trends, identify customer pain points, and gain insights into customer behavior. This helps optimize performance and improve contact center strategies.
Provide instant responses to customers without human intervention with chat bots. Call now to learn more!
Benefits of Teckinfo’s Chatbot Solution
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See Frequently Asked Questions
How does a chatbot work?
A chatbot utilizes advanced algorithms and natural language processing techniques to understand customer queries. It analyzes the input, identifies the customer's intent, and generates appropriate responses based on predefined rules, machine learning models, or a combination of both.
Can bots integrate with other systems and software?
Yes, it can be integrated with your existing systems and CRM software to access data and perform actions to provide a unified and personalized experience.
Can it be customized to fit our brand and industry?
Absolutely! Our chat bot can be customized to align with your brand's voice and specific industry requirements. We work closely with businesses to define the appropriate conversational style, language, and messaging.
How does an AI-based chatbot handle multi-channel interactions?
Our software system is designed to handle interactions across various channels, including Website, Messenger, WhatsApp and more.
How do we measure the performance and effectiveness of the chat bot?
Our solution provides comprehensive analytics and reporting capabilities to track metrics such as average response times, chat completion and more. These insights help measure its performance and identify areas for improvement.
