Founded in the year 2007, Ozonetel is a technology company known for developing and launching the first cloud-based customer experience platform in the Indian marketplace. Recently, Ozonetel has integrated with Google to launch Google’s Business Message on its Cloud Agent platform. Team IT-Voice recently had a chance to interact with Mr. Chaitanya Chokkareddy, CIO, Ozonetel. Here is a brief excerpt from the interaction.
Prateek: Tell us more about Ozonetel’s recent integration with Google to launch Google’s Business Message on its Cloud Agent platform. What will be the further implications?
Chaitanya Chokkareddy: Ozonetel’s integration with Google Business Messages allows customers to connect with companies directly from their Google search results via a small chat icon that will display on the search results. At the backend, Ozonetel’s solution will answer these chats with an AI-enabled chatbot, and/or route these chats to a live agent as per predefined rules.
Prateek: What are the key features of the Cloud Agent Google’s Business Message Solution?
Chaitanya Chokkareddy: Our solution includes registration with Google Business, an AI-based chatbot, setup of the chat routing logic, concurrent chats with 5 agents, contact management, as well as performance and reporting features.
Prateek: How can businesses and customers benefit from this feature?
Chaitanya Chokkareddy: Businesses can provide faster support, cut down response times, and accelerate their lead conversion cycles.
Prateek: The chatbot space has changed in recent years, what trends will emerge in the future?
Chaitanya Chokkareddy: Chatbots will be AI-driven and can be expected to become more intuitive, and responsive in the future. Because they will be able to understand human speech better, they will be able to handle far more queries. Yet the need for human support is likely to continue for long. However, the transition of chats from the bot to a live agent whenever required will become smoother and more intelligent.
Prateek: How can the AI-driven chatbot enhance the customer relationship and how can the startups benefit from the technology?
Chaitanya Chokkareddy: When customers place queries in a chat or messaging window, they expect an immediate response. AI-driven chatbots enable these prompt responses. Since they can understand customer intent, they will be able to appropriately address level 1 queries and cut down on the call and chat volumes that support and sales representatives face. For startups, AI-driven chatbots are a great investment because of the build once, deploy anywhere” capabilities. The same chatbot can be used to serve customers across the chat window on their website and app, as well as their social media and messaging tools. The same technology can be used to create voice bots that enable basic self-service for their phone channels as well.
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