Conversational AI Product
ROBO.AI — Conversational AI and customer service messaging platform
Our own platform for chatbots, voicebots and customer service messaging — bots and human agents working side by side on WhatsApp, Messenger, SMS, web and phone. Acquired by botario in 2022.
Client
Two Impulse product (acquired by botario, 2022)
Industry
Customer Service
Date
2019–2022
4 weeks
To go-live
5
Channels incl. voice
2022
Acquired by botario
The Challenge
Customers prefer messaging, but most chatbots disappointed: around 40% were abandoned within two years, over 80% of a bot's cost went into maintenance, and many bots left customers with "Sorry, I don't understand" and no way to reach a human. In a typical contact center, the top 50 questions make up about 60% of requests, while 40% are complex and need people.
Our Solution
ROBO.AI combined three parts. The Messenger let agents answer customers on all channels from one tool, with an agent console, chat groups and reporting. The Conversational AI layer automated conversations, built either without code in the Bot Studio or with the Python-based Bot SDK for complex, integrated bots. Ready-made industry bots (e.g. insurance, healthcare) and process modules (contact, disambiguation, fallback, handover) shortened time to market. Unique features: Robo Talk®, where bots and humans work in the same group so no customer is left without an answer; Augment®, where the bot suggests consistent answers to agents; Proactive Learning®, which learns from agent replies and suggests bot improvements; and Data-Driven Conversation®, connecting e-commerce catalogs with thousands of products. Projects went live within 4 weeks and were then continuously improved. In 2022 the platform was acquired by botario, a leading German conversational AI company.
Inside the Project
Results
24/7 answers for the most frequent questions, with smooth handover to human agents
One tool for agents across WhatsApp, Messenger, SMS, web chat and phone
No-code Bot Studio for FAQ bots, Bot SDK for complex integrated bots
Lower maintenance cost through Proactive Learning from real conversations
Pre-built bots, e.g. an insurance bot from product discovery to claims
Go-live within 4 weeks
Acquired by botario in September 2022
Facing a similar challenge?
Let's talk about how we can deliver measurable results for your organisation.