Automate Customer
Lifecycle Management
with the world’s first-generative AI based
omnichannel conversational suite
Best AI Bot in the world Award for best digital
among 200 others customer experience
oriserve.com Global Award for
Creative Voice
Best Customer
Experience bot in APAC
Engagement Experience
The Team
Technology
42
Maaz Ansari Anurag Jain AI
Co-founder | Head of Product, 13
Co-founder | Head of Revenue Tech & Delivery
Linkedin Profile
Linkedin Profile
Serial entrepreneur who Team Size
Sales &
understands what it takes Architect of technical 82
Marketing
to deliver in a start-up. solutions for complex,
mission critical functions 10
Engineer from Bombay
University. Engineer from IIT Kharagpur
Fractal Analytics, EazyFriday, Fractal Analytics, EazyFriday, Admin & Other
Rocket Perks. Rocket Perks. 7
Customer
Success
11
The Team
Navaid Khan Atul Kunwar Amrita Gangotra
Chairman Advisor Advisor
Linkedin Profile Linkedin Profile Linkedin Profile
45+ years of leadership Board member, Advisor and Commercially-focused and
experience across FMCG, Investor in leading edge award-winning technology
Telecom, IT. Advising technology start-ups. leader with experience in
government bodies and Former CEO/CXO of global using technology to drive
councils. Vast experience in technology businesses business performance and
turning around companies (Digital, IT Services, deliver value in the
into profitable organisations. BPO/KPO). Telecommunications, IT
services and FMCG sectors.
Ex – CEO – Hexacom and Airtel Ex – President Tech Mahindra, Ex Director – IT & CIO Airtel
Sutherland Global
Augmenting the entire contact center
Customer facing Agent facing
ecosystem ecosystem
Voice/Email/Chat Real time Agent Assist
Bot to help the agent
with static / dynamic
responses to real time
customer queries,
summarization
Customer Live Agent
Post facto agent
Analytics (text / speech
analytics) to compare
and benchmark agent
performance, VOC
analysis, compliance
Core Differentiators
Cognitive Continuity Adaptive Personalisation Cognitive Sentience
Seamless and consistent user experience Tailoring interactions based on behaviour, Simulates human-like understanding and
across different channels and interactions preferences, and past data. Dynamically emotional intelligence. by recognizing and
regardless of the platform or mode of adjusts responses and recommendations responding to the emotional context of user
communication. to better suit individual users over time. input.
1. Real-Time Contextual Understanding 1. Dynamic User Profiling 1. Emotion Recognition
2. Multi-Modal Integration 2. Predictive Recommendations 2. Emotionally Intelligent Responses
3. Cross-Platform Synchronization 3. User Empowerment 3. Adaptive Language Style
Customer Facing
Ecosystem
We manage 1400
programs across TELECOM
38%
REDUCTION IN
UTILITY
210%
IMPROVEMENT WITH
AIRLINES
UP-SELL
AND
LIFT IN MEAL
BOOKINGS
THOUGH
AUTOMATED
the customer SUPPORT CC VOLUME CONVERSION SAME MEDIA SPEND CROSS-SELL CONVERSATIONS
lifecycle for better
outcomes. EDUCATION
24% BANKING
25% RETAIL
CROSS SELL
8.7%
INCREMENT IN
LEAD LIFT IN LEADS LEAD REDUCTION IN
GENERATION FROM SOCIAL ACQUISITION COST PER LEAD DRIVEN BUYING REVENUE
ALL BY USING ORI
FOR TEXT, EMAIL &
VOICE
14x
APPAREL
80% AUTO
WITHOUT ANY
Click here to read this Click here to read REPEAT
PURCHASE INCREASED TEST DRIVE
LIFT IN VISITOR TO
LEAD MANUAL HUMAN
global first case study this case study on TRIGGERS ENGAGEMENT BOOKINGS CONVERSIONS INTERVENTION
on the Google website the Meta website
ORI manages key programs across the entire customer lifecycle
Expectations Experiences Satisfaction
Interest and Pre-Sales On-boarding & Activation Customer Delight
Onboarding &
Activation
Support
Sales Upsell / Renewals
Pre-Sales Retention
Covering every functional communication aspect
Brand image building Guided shopping Product education & discovery Demand generation CLM
Deep brand connection Personalized product Conversations to educate consumers Generation of high value Customer support,
to drive awareness and recommendation based and address misconceptions leads qualified and retention and loyalty
favorability on user preferences orders
Present everywhere Customer
your customers are
TEXT VOICE
ORI Virtual agent Two-way
Bot + Live Voice
Communication
BRAND IVR/WEB/APP/SMSEMAIL agent
IoT
OPEN MESSAGING & SOCIAL MEDIA Channels
EMAIL IVR CC
CORPORATE COMMUNICATION ADS
Bot + Live Agent
Chat Demo 1 Voice Demo 1
Chat Demo 2 Voice Demo 2
Chat Demo 3
CRM +
IT Layer
Marketing
Automation
Key elements for success
Human sounding* Dual channel customisable Lag free streaming voice* Omnichannel Generative AI
interactions*
Achieve unprecedented realism in Handles interruptions with 2 way Near zero lag with streaming tech for Purpose built bespoke LLMs for
customer interactions with voice streaming during the call. Tailor realistic conversations and minimal different stages of the customer
modulation and advanced every conversation aspect, from tone data processing time lifecycle.
capabilities like human voice cloning to tempo. You can easily pause Coupled with a multimodal
conversations, adjust volume, and experience over text and voice, we
prompt repetitions for clarity, bring in interactive as well as
ensuring a tailored, natural & transactional capabilities for
responsive customer experience. completeness.
NER, Intents Sales Enabling AI Real Talk AI Scalable
AI NLP features to drive retrieval Mimics a salespersons goal seeking Handles dialects and aberrations in Auto scalability to handle surges
business workflows within a behaviour to drive core KPIs spoken/written language without downtimes or lags
generative AI fold to enable all kinds
of conversations
Multilingual Insight driven analytics Hot agent transfer Secure
Transform Bot interactions into Transfers calls to agents with all Adheres with industry best
Covers over 100+ languages and
300+ dialects with seamless language valuable CRM insights, influencing context and events regulations, privacy, encryption and
strategic decisions across teams. compliance
switching on the same call
* Voice bot specific features
With Insightful, Actionable control over outcomes
PREDICTIVE SALES TRAINING ZERO SHOT LEARNING CONTINUOUS SELF LEARNING CALIBRATION
ACTIONABLE REPORTING REINFORCEMENT LEARNING ORCHESTRATION REAL TIME MARKETING INTELLIGENCE
LAYER
Agent Facing
Ecosystem
Current Contact Center Industry Scenario
Lack of insights or monitoring on all customer
conversations
Limited ability to ensure agents are compliant with
Agent Side
regulations and corporate policies
Analysis
Limited visibility into agent performance and behavior
including quality monitoring and scoring
Lack of Scale of current audit mechanisms during
disruptions
Customer Side
Limited ability to correct identify customer complaints
Analysis
and journey analytics
Limited visibility into customer insights including
satisfaction, sentiment and intent.
Speech Analytics Methodology
Output
Quality Audit Automation
Call Recordings and Leader vs Laggard Analysis
NLP Layer NLU Layer
Associated Meta Data
Targeted Training Insights for
Agents
Data Sources
Marketing Data Compliance Adherence
Analysis
Voice of Customer/
Sentiment Analysis
Chat and Email Data Speech Recognition Layer Understanding Intents
to Convert Speech to Text from the Speech Input Collection Propensity Analysis
Upsell/Cross Sell Analysis
CRM Data
Competitor Analysis
Capabilities
Advanced AI and We use best of the breed AI frameworks which we
Machine Learning personalize for every customer which results in
Modules tremendous output
Analysis provided over By analyzing conversations across all channels, we
multiple channels like can provide a more holistic analysis of the
Voice, Emails and Chat conversations
Tracking Agents By benchmarking agent performance, we can
provide relevant datasets which can be used by the
Performance training team to structure personalized trainings
With our advanced AI model, we can draw insights
Sentiment Analysis into the sentiments of the customers from the
conversations.
Intuitive and A detailed reporting dashboard to provide an
Customized Reporting overview of the conversations analyzed
We provide our services in multiple Indian
Multilingual Capability vernacular languages and dialects ensuring superior
coverage
Compelling Value Delivery
Quality Customer Return on
Management Analysis Investment
• 50%-65% reduction in • As the agent’s performance • Increase in Revenue from
time spent analyzing calls increases with insights from increased sales
• Significant reduction in the tool, customer effectiveness and better
supervisory support Experience would enhance CX
• Drive compliance and • Deeper Insights into • $$ savings with reduction
improvement in efficiency customer sentiment analysis in manual auditing process
of quality analysts • Better Propensity /Sales and • Reduction in incremental
Competitor Analysis training costs
• Churn Analysis
Agent Performance Analysis (1/2)
Agent Performance Analysis (2/2)
Call Categorisation Analysis (1/2)
Provides the backdrop that leads Segments the call into categories
to deep insights regarding call – as per the use case to monitor
drivers resulting in repeat calls or on 100% calls
higher handle time Based on actual conversations
Call Categorisation Analysis (2/2)
Call Summarisation
Contact Center Agents spend significant time creating Call Summary notes which at times are
inconsistent, cryptic and missing important information.
Agent’s Call Note from CRM After Call Summary with Conversational Analytics
Customer Name is Joan, Passcode is mentioned, Phone
Name: Joan, Problem: ah, Resolution: . . . . . . . . . . . . . .
number is not mentioned, Call for Status Check on
.......
Appointment, Service for Internet
Customer Name is Felicia, Passcode is mentioned,
Name: FELICIA, Problem: APT, Resolution:
Phone number is not mentioned, Call for Appointment
WANTING TO RESCHEDULE APT.
Rescheduling, The appointment date is 9/29/2020, Service
RESCHEDULED APT
for Internet, XYZ app download is recommended
Customer Name is Maureen, Passcode is not mentioned,
Phone Number is YYY2047676, Call for Appointment
MAUREEN, CALLING FOR HELP WITH SETTING UP
Scheduling, The appointment date is 9/30/2020, Service for
SERVICE CALL. SCHEDULED FOR TOMORROW 8-
XYZ, XYZ website is recommended
12 Customer Name is Brian, Passcode is not mentioned, Phone
Number is YYY2187090, Call for Status Check on
Appointment, Appointment is on Friday, Service for XYZ,
BRIAN CALL TO GET A TECH OUT,
Follow up mention:
STATED NO DATE APPOINTMNETN
Yes, XYZ website is recommended
Let's Talk!
AI enabled Chat, Voice & Email
Automation
www.oriserve.com maaz@oriserve.com
