Understanding Intent with Natural Language Processing_

Contextually Relevant Information for a Successful Journey

With Big Data, Understanding Context is a Big Issue

With digital data growth expected to globally increase exponentially- more than quadrupling by 2020- and competitive pressures mounting, companies must now more than ever meet the rising demands of their customers.

The digital revolution is also providing unprecedented opportunities to improve the overall customer experience via big data analytics. Through collating and interpreting these vast quantities of data, one can extract the meaningful, insightful, and useful data points that provide value to a customer.

Natural search processing and contextual guidance

Premium NLP Technology

Our Natural Language Processing (NLP) technology makes it easy to understand any customer query and the intent behind it. Nanorep enables customers to express themselves and search freely, providing them the feeling that they are understood and supported across their digital journey. Enhanced with auto-complete and multi-language capabilities, the advanced NLP algorithm combines with Nanorep’s patented Contextual-Answers™ technology to deliver the most relevant and context-based information to your customers and internal user. For example, customers can ask the same exact question and get different answers based on their profile and personal account information.

We believe that only a system that can sense, think, learn, and act is going to be up to the challenge of performing natural language search processing. Our software uses Artificial Intelligence (AI) and the common sense ontology to help identify relationships and put unstructured data in the proper context.

We understand that human speech is not always precise – it is often ambiguous and the linguistic structure can depend on many complex variables, including slang, regional dialects and social context. Therefore, Nanorep’s approach to Natural Language Understanding is based on machine learning that examines and uses patterns in data to deliver the most effective results.

Our NLP technology extends to every touch-point in the digital journey including our Support Bot solution. The Support Bot integrates with popular messaging interfaces like Facebook messenger, Slack, Telegram, and more, enabling businesses to deliver a consistent high quality self-service experience.

PROVEN RESULTS:

500 Deployments_

  • rbs
  • vodafone
  • icicibank
  • yatra
  • offerup
  • zalando
  • paysafe
  • fedex
  • ikea
  • leumi
  • discount
  • mtv
  • gant
  • wiggle
  • fandango
  • chegg
  • elal
  • pnbank
  • caesars
  • yes
  • hot
  • strauss

Due to Nanorep we were able to reduce the number of questions answered by humans by 70% and have our agents deal with 6 times fewer inquiries per day. So when you deal with tens of thousands of inquiries every month, it is no surprise that our reps are absolutely in love with Nanorep. Nanorep also allowed us to manage our ever-growing product KB by automating the per product FAQ cycle and as a result the conversion rate of visitors using Nanorep on our websites has tripled than those who don’t.

We absolutely love our nanorep solution! nanorep accurately replies to our customers’ inquiries, from pre-sale questions about products and policies to order tracking and shipments. Within a couple of months, we reduced our support overhead by 80% while significantly improving our agents’ response time. We have also seen an uplift in almost all of our success metrics along the customer journey.

nanorep automatically answers more than 13,000 questions per month and free existing agent to use their time and expertise more efficiently. The solution allows our reps to focus more on the high-value chat requests and the ones who are more likely to convert

We have multiple products and multiple brands and the fact that we’re able to segment that out while maintaining it within two databases as opposed to what could potentially be 10 or 15. That’s definitely something that has been a game-changer for us.

Our business more than quadrupled over the past year. With nanorep we are able to serve our ever growing account base with just a moderate increase in agents. nanorep delivers great ROI, a tremendous saving in labor costs, and enhanced customer experience.

nanorep positively impacted our inbound client inquiries. Within 8 months, we were able to reduce call volume by 31% and chat volume by 38%. nanorep’s implementation has immensely helped our needs for both customers and our internal productivity and training. We estimate that nanorep has helped us keep overhead increases at bay.

nanorep extended the reach of the Voice of the Customer for us, whereas before I had to rely only on customer care engagement data . With nanorep I get a clearly communicated story for these customers, whose voices had previously been silent. I can now understand why the flow may be abandoned at a certain time, because nanorep is a sort of ‘mind reader’ for our customers, helping us provide a greater customer experience.

nanorep is at the center of our support strategy at Yola. We believe in scaling support by never answering the same question twice! nanorep helps us to do this by it’s elegant solution to the problem of search. No matter how vast your knowledge base is, unless customers can find the answers easily, it is useless. nanorep turns your knowledge base into a goldmine! It allows us to easily maintain an automatic answer rate of 90% or higher! nanorep is like the ATM of support providing robust self-service and ensuring that our customers get what they need, 24/7!

Providing timely support of high quality to our 55 million registered users has always been a challenging goal for us at MyHeritage.com. As soon as we deployed nanorep, we’ve been able to channel trained support staff to focus on responding to the more difficult, personal cases while letting nanorep handle hundreds of simpler support questions each day, automatically, to the complete satisfaction of our customers. We’ve found nanorep to be an extremely capable system that learns and improves over time. It does an excellent job of matching customer questions to appropriate answers prepared by our staff in advance, in multiple languages. Our investment in nanorep has had positive ROI from day one and I strongly recommend it to any organization striving to deliver superior support to its customers.

Outstanding service and support from these guys, just how it should be. The whole team is focused on achieving success. Highly recommended!