ORI

Conversational Computing

Let Artificial Intelligence resolve your customers’ queries in seconds, not days

Copyright 2018 – Unlax Consumer Solutions Pvt. Ltd.

ORI : At a Glance
Incubated with IIT-Kharagpur
• Incubated in April 2016 with access to
funds, faculty & students
• Set up of R&D unit within IIT-Kharagpur
Copyright 2018 – Unlax Consumer Solutions Pvt. Ltd.
Patent Pending Technology Partnerships
• Using innovative technologies to train • Global GTM/Co-sell agreement with
AI by humans in a collaborative Microsoft, Amazon & IBM
environment
• Developed multi-layered technology,
deploying co-working AI at multiple
points within a single platform
ORI : Summary

1. Self-Care Vision

2. The ORI Bot Platform

3. Impact

4. Technology

Copyright 2018 – Unlax Consumer Solutions Pvt. Ltd.

Ori : Self Care Platform for everyone

Automate Customer Self-Care.

Ori automates all interactions between a consumer and a brand, independent of the
touchpoint, using AI.

WEB & APP OPEN MESSAGING & SOCIAL MEDIA IoT EMAIL PHONE ADS

ORI Self care & Agent Care platform

BRAND
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Putting the contact center on autopilot with ORI

2-3x 10x 0.67 s

Increase in Agent Productivity / Revenue Cheaper than traditional interaction Time it takes for ORI AI to respond to a
from agents on using Ori mediums of call/email frequently asked customer query

Agent Revenue boosted from 24-36 LPA to Cost of call: INR 20-40 per call Agents take 15-20 seconds to look up
85-100 LPA Cost of Live chat email Support: INR 25-40 information. ORI does it faster at under 1
per unit second helping consumers and agents

Copyright 2018 – Unlax Consumer Solutions Pvt. Ltd.

Improve CSAT while driving key business metrics
PRE-SERVICE PRODUCT / SERVICE POST-SERVICE

1 2 3 4 5 6 7 8 9 10

Expectations Experiences Satisfaction

Referrals/WOM/Social Media

57% 91% 70%

Savings in Operational Expenses Reduction in time to respond to customers Increase in personalised customer care

Improve self care resolution bringing down call Instant Automated response for complex Closer connections and better engagement
centre volumes customer queries across product lifecycle with customers

80% improvement in CSAT

Copyright 2018 – Unlax Consumer Solutions Pvt. Ltd.
 2 The Ori bot platform
Not all bots are created equal

Copyright 2018 – Unlax Consumer Solutions Pvt. Ltd.

Ori is a full suite customer self-care platform
The whole solution has 3 inter-linked components with several global-first
technology components

Customer Interface Processing engine Backend dashboard

Frontend seen by the customer NLP Engine to understand the user need Backend dashboard to monitor, train and
and take appropriate action support the customer interface

Copyright 2018 – Unlax Consumer Solutions Pvt. Ltd.

Customer Interface: Enabling complete digital migration
At the frontline, Ori builds a seamless, omnichannel experience to
cover every customer touchpoint through 3 interfaces

Voice + Text enabled Hybrid (Live + AI)
chatbots
Visual tool supporting written text and
voice commands. Fits in with the natural
acceptance of messaging apps
Speech Bots Email Bots
(under development; ready demo)
Substitute for the menu driven IVRs. Virtual Instant resolution to emails sent to a
assistant on call (Inbound / Outbound) business via a bot
across business functions

KEY STATS

- 4.1B Messaging App users
- Over 65% consumers prefer messaging to
contact a business
- Over 50% would make a purchase over
messaging and expect a business to respond
24x7
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- Voice is the prominent medium for all - Emails have an AHT between 4-48 hours
customer communication, specially in - Emails still have a preference over calls as
emerging markets customers prefer non-voice
- Outbound calling industry has a non-response
rate of over 80%
- Current IVRs plagued by non-personalisation,
low productivity and no context carryover
Backend: Overview
The backend is key to the orchestration of the platform, allowing businesses to
manage the entire customer experience from one place

Monitor Train Create

Reporting and analytical capabilities to
review usage of the platform by segments.
Allows for rapid changes & business
process reengineering
Teach the bots how to interact in every
scenario with novel patent-pending
mechanisms that works 10x faster than any
other methods existing today
Create new processes and marketing
campaigns in line with ever changing
business needs
Blends large-scale marketing with granular
personalisation capabilities

Copyright 2018 – Unlax Consumer Solutions Pvt. Ltd.

Backend Monitor: Data science and analytics
Real time reporting & deep dive analytics with slice/dice capabilities for overall and
segment monitoring

Filters to create segments

Velocity of exchanged
User & Conversation velocity messages / deep dive into
bot

Key metrics for bot

performance
Critical messages handled
not handled

INNOVATION
Retention Cohorts Applied semantic clustering (patent) to group and
tag similar unhandled messages for quick training

Copyright 2018 – Unlax Consumer Solutions Pvt. Ltd.

Backend Monitor: Live takeover
Comprehensive customer views bringing all touchpoints together so that nothing is
missed and agent takes over from bot based on rules & deep learning
Option to takeover / relinquish chats
INNOVATION
Intent / Entity identification +
real time correction

Filters to create segments

Complete customer profile

and global metrics
Live stream of all chats

Omni-channel view of
interactions across call
centre, email and chat

Copyright 2018 – Unlax Consumer Solutions Pvt. Ltd. Agent response console
Backend Monitor: Agent permissions and skill mapping

Agent profile

Detailed agent permissions

Innovation: Paving the way to conversational success

Conversation Assist Agent Assist Training Assist

Customers don't always know what they're A bot assisting your agent. shorter AHTs Semantic learning to group similar
looking for and what to ask next. Data and better experiences for your customers unhandled queries together, enabling mass
mining to recommend questions and agents training at scale

Insight Assist Dialogue Management Agent-User Learning

Direct insights from conversations & No hardcoded workflows. Current context Catalyse bot training by teaching bots from
segmentation mechanisms to design driven next action execution to handle any the conversations between agents and
marketing flows and aid business conversation humans

Copyright 2018 – Unlax Consumer Solutions Pvt. Ltd.

 3 Impact
Case Study

Copyright 2018 – Unlax Consumer Solutions Pvt. Ltd.

DishTV Customer Lifecycle Management
DISHTV
-enabled pay-TV chatbot built for consumer
redressal pay-TV provider
March 2018 Impact - CC volume before ORI: 35 lac calls/month; 60k
TOTAL SESSIONS 172530 emails/month
RECHARGE SUMMARY
Total Recharges 9043 - Total reduction of 15% in monthly call volumes & 20% in
Total Recharge Amount INR 7684644 30% of all recharges on DishTV app & website emails; monthly cost savings of INR 18 lacs
Average Recharge Amount 850 Higher ticket size due to personalised offer prompts
TOTAL INSTANCES
Recharge 39503 - Introducing end-to-end self service channels can gratify
Recharge Amount Breakup 12384 15% reduction in package related calls (savings INR 250,000) customers and bring down total call volume at call centres
20% reduction in basic query calls due to digital migration (savings INR
Account info 16127 325,000)
- Digital leakage can be reduced by streamlining processes to
Recharge offers 29483 Increased offer uptake and long term recharges by 25%. Impact on retention
Troubleshoot 16890 15% reduction in troubleshooting calls at CC (saving of INR 500,000) create a connected system for customer interactions
Call Me Existing user 7012
Call Me New user 6455 ~40% of all online new connection queries. More queries than Paytm - Complex nature of queries lets us identify gaps in the DishTV
Pay Later 2245 system basis customer expectations
TOTAL REDIRECTS
Active Services 3440
Add on DTH Packages 8198 - The chatbot can gather direct customer intuition for new
Add on Packages 8726 product development, rising expectations and organisation wide
Dish Help 3762 • Improves site navigation by redirecting users to the right page insight generation (eg: name & price of entry level package changed
Child Pack 1260 • Reduction in call volume by making information easily available
from Bharat at INR 119 to Swagat at INR 99 based on customer opinion)
Dish Plus with Recorder 1942
Dish Product 5045
Dish tru HD plus 1880
DTH channels packages 9015
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 4 Technology
Stack & Platform Comparison

Copyright 2018 – Unlax Consumer Solutions Pvt. Ltd.

Platform Comparison (1/2)
ORI Conversation services Chatbot framework
Integration & Execution Platform
API orchestration framework for trigger-based alerts
Chain API requests and aggregate responses
Flows (map event data to action in same or different system)

Mapped actions (suggested actions based on alert or action)

Automated actions (based on event data)
REST, SOAP, and ODATA API support
OAuth (v2), JWT and Developer API Key support
NLP Capabilities
Hybrid fundamental meaning augmented via machine learning ML Only ML Only
Pause & resume intents Limited
Recognize multiple intents from single input
Form-based UI for alternative entity collection (complex inputs)

Auto-NLP enablement and extensibility (re-use model training)

Universal bots
Copyright 2018 – Unlax Consumer Solutions Pvt. Ltd.
Platform Comparison (2/2)
ORI Conversation services Chatbot framework
Bot Development
GUI-based Bot Builder Limited Limited
Dialog builder that supports complex business logic execution Limited Limited
Full SDLC with sandbox environments

Task-level version management

Enterprise Features
Analytics & audit logging Limited Limited
Encryption key management
Approval, assignment, & access controls
Cloud connector for on-premise systems
Infrastructure & Scaling
On-premise or cloud deployment Limited On-Premise Support Cloud Only
Service health monitoring and logging

Scalable infrastructure (horizontal scaling)

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 THANK YOU

Copyright 2018 – Unlax Consumer Solutions Pvt. Ltd.