What is a chatbot?
A chatbot understands and simulates human conversation (either via voice or text), allowing your customers to interact with the content you provide as if they were communicating with a real person. You can create as many chatbots as you need using the inGenious AI platform. Each chatbot contains its own content including passages, scripts, webviews, questions, integrations and other settings. Content, settings or user information are not shared across chatbots.
Why should my business invest in chatbot technology?
Chatbot technology is often only associated with customer service, which is no longer the case. Chatbot technology offers a diverse range of solutions to businesses, solving common and complex customer problems across industries. Chatbots provide 24/7 service for customers, and are a scalable 1:1 medium which is personal and automated. Benefits of chatbot technology include: - Reduction in overhead costs - 1:1 communication, at scale via a trusted medium - Integration with existing platforms and technology including webpages, in-App chat and social media channels - Rich data and analytics help you develop a better understanding of your customer - Integral throughout the customer lifecycle, helping acquire, grow and retain customers. Wondering whether a chatbot can help solve your business problems? Let’s chat!
What does inGenious AI do?
inGenious AI is a content management system for chatbots. It enables content creators to easily create, manage and improve chatbots of any size and scale through an easy-to-use interface. Leveraging a large number of integrations with popular channels and live chat systems, you’re able to connect your chatbots into the platforms that you use today.
Why use inGenious AI?
Our platform has been tailor-made for designing, building, managing and improving chatbots, so you can focus on creating the best chatbot experience possible. Like many businesses, we found it was challenging to manage the full chatbot lifecycle with existing tools in the market. We knew there had to be a better way, and the result was building our own chatbot Content Management System (CMS) which leveraged all our learnings and best practices established along the way. While most platforms focus on the build, they sometimes forget that the best people at crafting the conversational experience are the content creators, and content creators usually can’t code! We designed our platform to essentially be a no-code experience, prioritising conversational content designers and creators, and utilising tried and tested approaches from the best content management platforms. This enables you to design, build and deploy quickly and easily with features like multi-person editing, multi-channel and version control. If you want to get more complex, work with a developer to produce a “snippet” of code which the content creator can effortlessly integrate with their content. Once it’s built, you need to manage and improve your chatbot. This is where the current tools let you down. We found clients were using complex spreadsheets to manage their content, a challenging and inefficient process for content management, especially at scale. In addition, with no pre-publish version validation, they were managing custom scripts to test every update. There was no ability for content to be shared with others outside of the platform for review and approval. Finally, after all of this effort, there was no easy way to determine if the chatbot was underperforming, or how to fix it. These lifecycle issues have previously made chatbot technology inaccessible and high risk for many businesses to implement, or even trial. However, the inGenious AI Chatbot CMS incorporates all of these functions (and more) to support a seamless create, manage and improve process.
What skills are required to use inGenious AI?
Does inGenious AI have a partner program?
Yes we do! We have a number of consulting partners using our platform to design, build and run chatbots for their clients. If you would like to know more, please contact us for a chat.
How does inGenious AI technology work?
You shouldn’t need to understand the intricacies of Natural Language Processing (NLP) or machine learning to manage a chatbot, just as you shouldn’t need to understand the microprocessors and backend of Microsoft Word to use the program. In enterprise we understand it is business people, not developers, who are creating content and designing chatbot experiences. Where other chatbot platforms tend to be NLP-based and heavily designed for data scientists and developers, our platform is designed for business users. The technology stays in the background, with a clean and simple interface that is easy for non-technical users to interpret while building conversational experiences and managing the Improvement AI process.
What does the Improvement AI do?
Once you’ve created your chatbot, it’s a constant ongoing process to manage and improve it. This may include adding additional content, updating training phrases, or building “follow up question” content. This is where other platform tools let you down, as there’s often no easy way to determine if the chatbot is underperforming or how to fix it. Our Improvement AI process allows content creators to review a set of interactions with the chatbot and provides metrics on elements such as overall accuracy and effective conversations. Based on these reviews, the platform then makes recommendations to update training phrases, increasing accuracy further. Finally, any updates are run through the NLP to ensure the changes do impact the accuracy of any other training phrases. Our Improvement AI does the heavy lifting of learning, automating and improving, so your content creators can focus on creating great customer experiences.
Can I have more than one chatbot?
You can successfully build and manage multiple chatbot with inGenious AI. Our platform acts as a layer between managing integrations, so you can manage several bots without having to manage the APIs. For organisations who have many products and user journeys, our platform allows you to render content over numerous contexts and channels, creating a seamless experience for customers.
What does inGenious AI Natural Language Processing (NLP) do?
Our Natural Language Processing is the technology used to enable our platform to understand the natural human language your customers use. The ultimate objective of NLP is to read, decipher, understand, and make sense of what your customers type or even say to your chatbot, in a manner that is valuable in order to provide the correct response. Natural Language Processing is a difficult technical problem, given the nature and complexity of human languages. The rules that dictate the passing of information using natural languages are not easy for computers to understand. Some of these rules can be high-leveled and abstract; for example, when someone uses a sarcastic remark to pass information. On the other hand, some of these rules can be “low-levelled”; for example, using the character “s” to signify the plurality of items. Comprehensively understanding the human language requires understanding both the words and how the concepts are connected to deliver the intended message. While humans can relatively easily master a language, the ambiguity and imprecise characteristics of the natural languages are what make NLP difficult for machines to interpret. It’s not an easy task teaching machines to understand how we communicate, but the technology has improved to the point where it’s able to handle most common interactions. It’s because of the challenges mentioned above that we’ve developed an Improvement AI to assist those who aren’t machine learning experts. Your non-technical team can now easily improve and enhance the overall accuracy of the NLP, to ensure your chatbot is helping your customers in every interaction.
Channels and Integrations
What channels does inGenious AI support?
inGenious AI has built-in integrations with a large number of channels, either directly or indirectly through 3rd party channel integrations. Direct Channel Integrations: - Facebook Messenger - Facebook Workplace Messenger - Microsoft Teams - Zendesk Chat - Custom messaging API (build your own messaging channel) Indirect Channel Integrations: - Khoros (WhatsApp, Apple Business Chat, Facebook Messenger) - Zendesk Chat (App and Web Chat) - Zendesk Sunshine Conversations (WhatsApp, Facebook Messenger, Twitter DM, WeChat, Viber, Line, Telegram, Kakao, Apple Business Chat, Web & App Chat, Twilio & MessageBird SMS and Google RCS)
What live chat platforms does inGenious AI support?
inGenious AI has built-in integrations with a large number of live chat platforms: Live Chat Integrations: - Facebook Page Inbox (messenger handover protocol) - Facebook Workplace Page Inbox (messenger handover protocol) - Genesys On-premise - Zendesk Chat - Zendesk Support - Crisp Chat Coming soon: - Salesforce Lightning Live Chat - Intercom - LiveChat - Liveperson - Genesys Cloud
What analytics platforms does inGenious AI support?
inGenious AI has built-in integrations with MixPanel and Chatbase. We also have the ability to provide a raw feed of event-based analytics to integrate with analytics platforms such as Adobe Experience Manager, etc.
Platform and Data
Is inGenious AI cloud-based or on-premises?
inGenious AI is a 100 percent cloud-based solution, offering Software as a Service (SaaS) to customers. inGenious AI requires no servers or software to be installed, freeing you from the cost and hassle of managing, maintaining and updating on-premises software.
Does inGenious AI offer choices for data residency?
Yes. inGenious AI recognises that organisations are obligated to meet a wide range of compliance and policy requirements. In order to meet the needs of all types of organisations, inGenious AI offers customers multiple data residency options. Contact us
Is inGenious AI SOC2 Compliant?
The System and Organization Controls (SOC) Report is an independent third-party examination report that demonstrates how an organisation achieves key compliance controls and objectives. inGenious AI currently holds a SOC 2 Security, Availability & Confidentiality Report. The purpose of this report is to help you and your auditors understand the inGenious AI controls established to support operations and compliance. To view our SOC 2 report, click here
Is inGenious AI ISO 27001 Compliant?
ISO 27001:2013 is a security management standard that specifies security management best practices and comprehensive security controls following the ISO 27002 best practice guidance. The basis of this is the development and implementation of a rigorous security program, which includes the development and implementation of an Information Security Management System (ISMS) which defines how inGenious AI perpetually manages security in a holistic, comprehensive manner. This widely-recognised international security standard specifies that inGenious AI do the following: - We systematically evaluate our information security risks, taking into account the impact of threats and vulnerabilities. - We design and implement a comprehensive suite of information security controls and other forms of risk management to address customer and architecture security risks. - We have an overarching management process to ensure that the information security controls meet our needs on an ongoing basis. inGenious AI is compliant with ISO 27001:2013. This review is performed by independent third-party auditors. Our compliance with these internationally-recognised standards and code of practice is evidence of our commitment to information security at every level of our organisation, and that the inGenious AI security program is in accordance with industry leading best practices. To view our ISO 27001 compliance, click here
What Data does inGenious AI store?
inGenious AI is designed to maximise customer visibility into their chatbot performance, and provide improvement recommendations through the analysis of transcript data. To do this securely, the platform has two separate data stores: 1. Event Data - this is anonymised event data that only records events that the chatbot users trigger through their actions. Events like starting a session, buttons clicked, content seen, user asked a question, hand off to an agent, etc are captured, but none of the transcript data in those events (e.g. If a chatbot user asks a question, we record the event that they asked a question, but not the transcript of the question asked). This data is kept for at least 12 months, and is used to provide analytics reports. 2. Transcript Data - this is anonymised conversational transcript data that contains the words the chatbot user typed in when they asked a question. This data is leveraged by our Improvement AI to generate performance reports, improvement recommendations, and validation of the chatbots performance prior to publishing a new version of the chatbot. All of this data is heavily protected with strict data privacy and access control policies and is encrypted at rest.
How is data protected by inGenious AI?
All data sent to the inGenious AI platform is kept securely and is encrypted at rest. The data is heavily protected with strict data privacy and access control policies. Our Improvement AI acts on the raw transcript data, and only leverages the anonymised conversation and question identifiers for the clustering of results.
Does inGenious AI mask and remove sensitive data?
Yes, inGenious AI masks and removes any sensitive data such as credit card numbers, tax file numbers, medicare numbers, social security numbers, phone numbers, etc, with a process that uses a combination of machine learning and pattern matching to discover and redact any sensitive data in our platform logs. This process includes the detection of common personally identifiable information (PII) and other sensitive data types as defined by data privacy regulations, such as GDPR, PCI-DSS, and HIPAA.
Support and Helpdesk
What support does the inGenious AI team provide?
When building your bot, we can support you as much or as little as you require, with a number of options available for working with us pre- and post-launch: Full Service: - Design, create, build and launch - Post-go live personalised support, analytics and advice Collaboration Service: - Co-design, co-create, co-build and co-launch - Post-go live personalised support, analytics and advice Platform only: - Support on how to use the platform - Post-go live general support, analytics and advice inGenious AI are Melbourne-based. While our business-hours support is predominantly localised to Asia-pacific timezones, we also ensure we have resource support for our international clients as required. In addition, we use our own platform to build chatbots for clients every day; when you speak to support, you’ll be speaking to an experienced expert who knows the product and how to use it effectively.