Meet Yodaa, an amalgamation of digital technologies
These capabilities are delivered through Yodaa, our AI-based digital customer experience platform. Yodaa is not just an off-the-shelf solution that ticks a few boxes, but a comprehensive journey that transforms every area of an enterprise’s operation.
Yodaa automates 30-50% of a typical customer support operation. You are charged only for the transactions that the platform resolves, paying only from the cost savings realized through automation. The solution is completely modular so customers can choose only the components they need, and integrate them into their existing technology infrastructure – typically with no upfront investments.
Our Approach
Our cognitive CX services and platform allow us to:
- Eliminate Interactions by monitoring systems and devices for potential issues and autonomously following standard operating procedures. The platform also notices when there are outages and proactively notifies customers about the ongoing issues. This cuts down on unanticipated call spikes and prevents customer anxiety and frustration.
- Deflection to Cost Effective Channels by facilitating issue resolution through channels other than calls. Yodaa uses natural language understanding to classify the query and connects with the right resource (such as the knowledge base or standard operating procedures) to guide the user through the resolution process.
- Automate and Amplify Engineer Productivity for issues that Yodaa is unable to fully resolve by empowering human support agents to resolve issues quickly. Yodaa provides the agent all the information it has gathered, including the failure point. The agent can then approach the issue from the point of failure, which dramatically reduces the overall resolution time.
Technical Methodology
Our cognitive support solution (Yodaa) contains three bots that are orchestrated with a number of other components and technologies to provide seamless services:
- Information Bot: Locates relevant information to answer simple FAQs, deflects the user to a self-help or a knowledge base contextually using standard operating procedures, provides product information, and answers non-personalized billing questions.
- Conversational Bot: Engages in back-and-forth dialogue with your customers through advanced natural language processing and intent identification. The conversational bot identifies patterns, personalizes conversations, has advanced dialog management, and provides automated remediations.
- Integration Bot: Handles interactions between system/components and provides synergies with other enterprise systems via industry standard APIs, knowledge management platforms, and standard operating procedures. Standard connectors connect to many enterprise systems, enabling the system to work right out of the box and eliminating time-consuming setup and configuration.
Risk-Free Outcomes-Based Model
With CSS Corp’s risk-free “Automation as a Service” model, our clients are charged for the transactions that the platform resolves. The savings from deflecting calls immediately offsets the transactions costs, meaning that customers see immediate savings on their bottom line. CSS Corp typically doesn’t charge upfront investments.
