True omni-channel experience

Business Case

Omni-channel applications is one of the key component of any modern digital strategy, is a multi-channel approach to sales that seeks to provide the end consumers with a seamless sales and service experience on multiple touch points – desktop, smart phone, physical stores or any other modern conversational channel. Moving freely from one touchpoint to the other is essential to today’s consumers: 95% of customers use at least three channels in a single interaction with a company, research firm Forrester found, and 62% of them change devices midstream. The business requirement was for one of our customer, a leading Health Insurance provider in the country, to build a true omni-channel experience for their customers, primarily the mobile and conversational platforms, focused around improving the upselling and cross-selling opportunities and also focused primarily on improving the customer experience.

Solution

Being engaged with the customer for their end-to-end digital transformation effort, our solution approach started from a highly composable business and technical architecture with assembly of autonomous and modular components. The autonomous components provided the required flexibility with service orchestration, as well as scalability, availability and run-time workload management.

The business services that were built for the web and mobile interfaces could be easily extended to other conversational channels like telephony, messaging platforms like Whatsapp and a chatbot, all sharing the same customer context to deliver great customer experience. The customer could seamlessly start a sales or service journey in one channel, continue or end in another.

Why purpleSlate?

We are a Conversational AI startup, driven by passion to build great software solutions for our customers. As machines become increasingly proficient in the language we speak, we see Conversations, in Voice and Text, as the primary mode of providing and consuming services. We help our customers build the next generation Conversational AI Applications that primarily use Language as the Interface. Our platform and applications, primarily offered as a low-code offering and our belief in modern, lean software engineering principles helps our customers with higher effectiveness and time to market.