![]() Several companies had tried using chatbots in the past, but their subpar quality left these companies wanting for more.Why does my data need to transfer from China to another country when I use this Microsoft product? Our idea received an overwhelming amount of positive feedback during preliminary talks with e-commerce companies. In that moment we realized the potential of introducing Level 3 chatbots to D2C (Direct to Consumer) companies, where customers value great service but extraordinary experiences are rare. The personalization shown by the company placed a smile on our faces and turned our anger into appreciation! The package finally arrived and to our surprise, it contained a handwritten letter of apology and promo codes to their online application. One particular night we were waiting in anticipation for a highly acclaimed game ‘The Settlers of Catan’. Being bachelors, we had a habit of ordering everything possible to our flat - from groceries and food to appliances and grooming supplies. ![]() We wanted to focus on the markets where our advanced technology would have the most impact. Direct to ConsumerĬonsumer experience applies to essentially every business vertical. Our extensive background working in top research institutions such as IITD, MIT, and CMU gave us the insight and confidence to facilitate Level 3 AI tech in India. With such exciting technology on one hand and a big void in the customer support market on the other, a business opportunity was up for grabs. Its unprecedented ability to understand conversations and carry out actions enabled up to 70% automation of the support queries! (compared to 30% previously) Level 3 AI was the first in history to understand conversation context, giving it the potential to carry out a natural conversation with a user and guide them towards their goal. Virtual assistants hold the potential to be the next frontier for communication but have failed to show promise in India.Ī look into the US market provided us a glimpse of the future where significant improvements in chatbot technology, labeled as Level 3 AI, showed encouraging signs. This started with telephones, followed by television in the later 20th century, websites in the 2000s, and apps in the 2010s. Roughly every decade, a revolutionary medium attempts to redefine communication worldwide. Businesses find it hard to scale team sizes to manage burgeoning client requests, which consequently leads to subpar user interaction. On the flip-side, delivering great customer support is an expensive affair. Customers had unknowingly resigned themselves to experiences that ranged from poor to mediocre. ![]() Call support is a headache with long wait times, irritating IVRs, and the solemn “we will get back to you shortly” which takes longer than the commute from New Delhi to Los Angeles. We called up select banks, airlines, hotels, travel agencies, and online shopping brands, and soon enough a disturbing pattern arose. Or was there? The hunt for the next big ideaĪfter I resolved my telecom issue by visiting the store, Aniket and I began our market research. They left me high and dry, and there was nothing I could do about it. My hands gripped the phone tightly as anger spread through my entire being. The hold music paused and the room suddenly seemed uncannily quiet. ![]() What mattered was this huge multinational telecom company sticking it to a client just because they could. After a point, the money didn’t seem to matter anymore. My mind racing through the options to recover my money. ![]()
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