In a conversation with CIO Applications, Robert Caldwell, Co-founder and CRO at 42Chat, speaks about how the company leverages AI to power its bots and the innovative techniques it utilizes to assist clients in easily creating rich conversations with industry-leading Correct Response Rates.
Could you give us a brief understanding of 42Chat?
42Chat’s primary business is in customer service and customer interaction, but the biggest focus is leveraging AI to reduce our clients’ workloads and to improve the customer service experience. We believe there is an incredible opportunity to deliver AI chatbots to a wide range of industries, allowing everyone from a professional sports team to a dentist to use the chatbots to solve unique business problems. They enable both organizations and individuals to answer repetitive, non-value-add questions quickly, easily, and effectively.
Our goal is to deliver highly functional chatbots that provide deep, rich conversations using natural language. Most automated chat applets on the market today are capable of a replying to limited, number of scripted prompts to answer questions phrased in an exact manner. One of the differentiating characteristics of our chatbots is the capability of answering questions posed in millions of different ways. They answer the questions that are actually being asked, not just the questions that are literally being asked. The net result is a much more productive, meaningful, and conversational experience that is accurate more than 95 percent of the time.
How does 42Chat utilize AI within its solution?
At the enterprise-level, AI and NLP have become synonymous with collaboration and cross-center functionality, but adding technology without a specific goal generates needless organizational complexity.
Unlike other AI chat solutions, we utilize what we call “curated intelligence.” A well-deployed chatbot includes consistent training and quality control. Our AI is required to understand the question and deliver an answer based on its confidence rating, a scale critical to our high Correct Response Rates. When a bot answers with an “I Don’t Know,” or “IDK,” critical data is recorded and recurring customer needs become clear. This feedback is invaluable. Using curated intelligence, our team works with the client to identify the needs and create responses, leading to bots that perform their JTBD optimally. We are determined to improve the knowledge base of our bots for use across many industry sectors.
How does 42Chat assess client challenges and deliver a solution accordingly?
The first step is getting clarity from our clients on what exactly they want to achieve with an AI Chatbot. Our Conversation Design team works with customers to create an initial conversation draft. They identify the topics a bot should address and then harvest that data. Around 70-80 percent of the time, the input comes from existing information, including client websites, digital content, and data integrations. We build most of the chatbot without our customer having to lift a finger. To further enhance bot capabilities and add proper functionality, the designers have a final meeting with the team responsible for the client’s business operations. This process allows us to adjust, improve, and complete the bot, delivering a finished product within a short period. Our entire procedure from start to finish takes less than eight weeks. Even when the bot is finished, our engagement continues in the form of consistently identifying opportunities for improvement and regular client check-ins.
A challenge we sometimes face is the internal politics that revolve around legacy systems. In most cases, organizations have built resources and deployed technology to communicate. For instance, in the event space, companies have worked hard to reach customers through email, print, social media, websites, and apps. We recognize the value of multi-channel communication. Our job is to align and augment the traditional channels to be more successful and to deliver more information efficiently, using technology customers already have and know how to use. With SMS text, AI Chatbots become an incredibly powerful channel for disseminating the answers and information customers want—and they do it instantly and consistently.
How has 42Chat evolved over the last 12- 18 months, and could you give us a glimpse of your roadmap?
We introduced the world’s first self-service deep conversational bot that can be built in less than ten minutes and live in less than twenty. We have also created—and continually add to—a powerful suite of conversation extensions and enhanced services. The enhancements range from providing scannable ID badges for access to a conference to deploying one touch e-commerce solutions. These are all major steps forward in accelerating SMS text as the ideal channel for AI Chatbots. For the future, we have major expansion plans for several consumer-driven verticals—wedding bots, gala bots, and party bots, to name a few. We think there is an opportunity in those markets that will allow people to leverage highly specific bots for their business and personal needs.