Discover valuable insights from Call centre data

The next big thing in data analytics is Speech recognition and secret powers are turning spoken information into actionable intelligence. There is currently a plethora of recordings containing valuable customer and business insights that are simply falling off the table. Just recording isn’t enough anymore if you can’t access and analyze your recordings at scale.

Machine learning based automation technology allows scalability through Automatic Speech Recognition by converting automated speech-to-text transcription.

Getting the transcription down quickly and accurately is just one piece of the puzzle to getting the most out of your customer conversations. Now you have to make sense of the data. This means pulling target keywords and phrases that provide you with information that can help you make business decisions and create a better customer experience. Manually pouring through the transcripts and making predictions is a decidedly cumbersome job that perhaps doesn’t produce the best results.

  • sentiment analysis to understand agent performance and customer experience
  • target keywords and phrases that provide you with information that can help you make business decisions and create a better customer experience.
  • predictive analytics to gather information about hot leads, Up-sell probability, potential churn, caller intent.
  • monitoring and automation for regulatory and compliance


Chatbot Testing and Training Automation


The Article shortly outlines the capabilities and components of CognitiveTEST. Together with Jenkins and testing framework; it provides a business-friendly solution for automated testing for ChatBot project.


CognitiveTEST; designed by Nexright uses Artificial intelligence to perform ChatBot testing in minutes.


It solves the biggest problem in ChatBot test automation:

  • Business friendly
  • Channel selection. Can Test Web Chat Bot and Facebook Chat.
  • Element selection. Can Test Intent, Entity and Confidence.
  • Continuous testing
  • Perform Regression Testing in minutes
  • Reliability

The solution is powered by IBM Watson AI services. During testing; it captures the test results and those used for future analysis. At the end; continuous Integration and delivery guidelines is used to automate and schedule the test using Jenkins.

Overall, CognitiveTest is a business-friendly testing solution.  A bright future and enriched user experience can be given with robust and right testing.


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What is Cognitive Engage

Nexright Cognitive Engage is a Customer Experience platform built for Enterprises leveraging IBM’s Watson. It provides rich features needed to build Digital Assistant and Chatbot solutions.

Cognitive Engage platform
— integrates with Enterprise structured, unstructured and real-time data
— rich engagement to choose from including voice, social, web, mobile
— rich visual and UX for a variety of conversational experience development
— leverages meaningful insights in the unstructured text without writing any code.
— custom NLP domain model development
— rich analytics and continuous experience improvement
— built-in security and privacy for information and data protection

Cognitive engage provides
— Customer support automation with FAQ, Knowledge-based advisory
— Lead generation leveraging product recommendation and promotion

Chatbot for Superannuation

Chatbot as a Super Coach to improve member engagement

While chatbot development is in its infancy relative to other digital communications, the majority of consumers who use bots to connect with a business are left with a positive impression.  It’s clear that the digital experience is evolving, and brands that want to stay ahead of the curve need to know two things: how best to employ this new technology and what their most coveted demographics are doing with it.

This technology offers a new human interface, which is particularly interesting since much of the current human interaction with technology is through a screen, a very old-fashioned approach. The fact that the economically powerful millennial generation has such a strong interest in chatbot and messaging means that they are here to stay, and will doubtless improve over time.

In context to Super industry, a simple chat window is all you need to interact with your new Super coach. If you previously needed a separate application for managing your Super, understanding Super that aligns with your Goals, planning for retirement and investment portfolio now you can perform all these actions without leaving the chat window.

From the functional standpoint, a Conversational experience will be able to issue voice and text commands and receive responses in the form of a text in simple user interfaces. While most people consider chatbots text-only interfaces, we are already using various UX models that can be used in bots solutions. The interactions are at the forefront of UX and UI design.

There are a tremendous opportunity and interest in creating holistic Conversational solutions that can strengthen the ability to improve Super member experience in mobile and connected devices.



Recently, the maturity of chatbot applications, natural language processing, and machine learning has given us an entirely new angle to approach real-time, personalized member experiences. Chatbots are the ultimate culmination of universal content accessibility and the personalization effort.

The Bots Are Here to Stay. Let’s Feed them Content:

Members or new users sometimes find it difficult to find information and understand how Super and retirement planning is relevant to their situation.

Without realizing it, content marketers have been progressively working to make Super content behave more like a chatbot for years. Think about it. Every personalization, automation, customization, and segmentation innovation has been enacted to deliver engaging, personally-tailored content directly to the member. Strategies, tools, platforms, and architectures have been moving more and more towards real-time content suited to exactly what our member needs to experience right now.

How Can You Make Sure Your Chatbot Is Actually Intelligent: 

In an interactive dialog process, Chatbot can help in setting up goals for retirement and guide users through an easy, actionable steps towards achieving those goals.

Whether it is reviewing contributions or assessing investment profile,  chatbot needs to have a better context. This relates it to having access to member information. This will not only smooth the onboarding process but also impress and reassure the user that they are dealing with a fund that knows what it is doing – and cares.





What is Conversational commerce

Conversational commerce is a term coined by Uber’s Chris Messina.

What is Conversational commerce: conversational commerce largely pertains to utilizing chat, messaging, or other natural language interfaces (i.e. voice) to interact with people, brands, or services and bots that before have had no real place in the bidirectional, asynchronous messaging context.

The net result is that you and I will be talking to brands and companies over Facebook Messenger, WhatsApp, Telegram, Slack, and elsewhere before year’s end, and will find it normal. Indeed, there are several examples of this phenomenon already, but those examples are few and far between and fit in a Product Hunt collection rather than demand an entire App Store

Conversational commerce refers to the intersection of messaging apps and shopping. Meaning, the trend toward interacting with businesses through messaging and chat apps like Facebook Messenger, WhatsApp, Talk, and WeChat. Or through voice technology, like Amazon’s Echo product, which interfaces with companies through voice commands.

Consumers can chat with company representatives, get customer support, ask questions, get personalized recommendations, read reviews, and click to purchase all from within messaging apps. With conversational commerce, the consumer engages in this interaction with a human representative, chatbot, or a mix of both.

On the business side, companies can use chatbots to automate customer service messages. It’s how companies are enabling consumers to buy from them without ever leaving the messaging app they are using. Now companies can send order confirmations in Facebook Messenger, as well as shipping and delivery notifications. Using chatbots, businesses can resolve customer service issues, provide recommendations, create wishlists, and interact with buyers in real-time.

How businesses can adopt this technology

  • Product recommendation e.g. helping customers in selecting a financial product like Loan, Health Insurance, Promotions.
  • Complement existing E-commerce platform with new User Experience.
  • Customer experience improvement: Buyers are changing how they buy: Educate and enable buyers to make an informed decision before they purchase.


What is Conversational commerce



According to Havard Business review published article, “To Keep Your Customers, Keep It Simple“.

Consider the marketing activities of two digital camera brands. Brand A’s search engine strategy is to pick up any consumers who are searching common digital camera terms and direct them to the company website. There they find extensive technical and feature information and 360-degree rotatable product photos, all organized and sortable by model. In stores, shelf labels list key technical attributes, such as megapixel rating and memory, and provide a QR code that takes consumers to a mobile version of the brand’s website, where they can dig more deeply into product specifications.

Brand B’s search engine strategy is to first understand the consumer’s intent and wherein the search process she is likely to be. Why does she want a camera? Is she just starting to look, or is she ready to buy? The company guides those in the early stages of investigation to third-party review sites (where its cameras get good marks) and directs consumers who are actively shopping to its own website.

User reviews and ratings are front and center there, and a navigation tool lets consumers quickly find reviews that are relevant to their intended use of the camera (family and vacation photography, nature photography, sports photography, and so on). In stores, Brand B frames technical features in nontechnical terms. Instead of emphasizing megapixels and memory, for example, it says how many high-resolution photos fit on its memory card. The QR code on shelf displays leads to a simple app that simulates one of the camera’s key differentiators, a photo-editing feature.

The highly detailed information Brand A provides at every step on the purchase path may instruct the consumer about a given camera’s capabilities, but it does little to facilitate an easy decision. Brand B simplifies decision making by offering trustworthy information tailored to the consumer’s individual needs, thus helping her traverse the purchase path quickly and confidently. Our research shows that customers considering both brands are likely to be dramatically more “sticky” toward Brand B.

Every brand can create their own buyer’s cognitive profile, to provide personalized recommendations based on various criteria, for example, pricing, color, fit, style preferences, digital engagement patterns, and prior shopping history—online or in-store.This will drive massive jumps in conversion and engagement rates.

We have released Conversational Commerce capability as part of our Cognitive Engage platform today. Some of the features underlying this include Ubiquitous Natural Language Understanding, Leverage Customer Structured and Unstructured dark data, Virtual Assistants and Virtual Advisors, Co-Existence of Short-form and Long-form Dialogs, Personalization Drive Innovation & Customer experience, Customers Taking Control.

Let’s discuss how this can help your brand in driving new customer experience strategies.