Simplified customer onboarding with IBM Watson enabled self-service solution
Unkapt is an alternative lending, cross-border capital raising platform offering APAC small and lower middle market issuers (SMEs) the opportunity to use innovative financing to raise capital among a network of accredited investors.
Business challenge
Unkapt was looking for a solution that could efficiently deal with incoming inquiries and provide accurate and immediate answers to the customers who are filling in a complex set of registration forms. The registration forms require a good understanding of financial literature and terminologies.
Unkapt wanted to simplify the customer onboarding process that could be implemented quickly and used to help customers in commonly asked questions while filling up the form.
Solution
Unkapt chose Nexright to implement IBM Watson enabled Chatbot solution to automate it’s platform support FAQ, by providing contextual answers to customer queries quickly, efficiently and round the clock.
Solution components
- IBM Bluemix
- IBM Watson Developer Cloud
- Conversation Service
Watson Conversation service
IBM Watson ™ Conversation service, that understands natural-language input and uses machine learning to respond to customers in a way that simulates a conversation between humans.
Product Q&A
A knowledge base driven FAQ solution allowing customers to easily ask questions and receive immediate answers without leaving the registration process.
Context Driven Solution
Chatbot understands the user context, for example what section of the form the user is filling in.
Result
- Reduce Customer support cost
Minimize dependency on higher cost support channels by letting Watson Chatbot handle customer queries.
- Improve User experience by simplifying customer onboarding
Self-service to deflect and resolve simple queries while allowing customer support to focus on more complex issues.
- Resolve customer concerns and scale the business globally with round the clock support
Real time support by solving the most common customer issues on the first touch.
Nexright’s IBM Watson enabled Chatbot solution simplified our customer onboarding journey with immediate answers to hundreds of frequently asked questions.
Yanese Chellapen, Director at Unkapt