Ever since we created OneVu and OpenProcess we have been thinking about creating a 'Chatbot' that is capable of acting as a virtual call centre agent. Being able to answer questions and provide progress updates on requests a customer has made without the need to speak to someone and even open a browser.
OneVu AI leverages the capabilities of both OneVu and OpenProcess to provide two new functions. These are:
- OneVu AI - Track
- OneVu AI - QnA
We will cover the progress tracking feature available now below to give you a feel for how advanced OneVu AI already is.
Let's have a look!
OneVu AI - Track
Enables customers to do the following in Facebook Messenger*:
- See the current status of their request and when it is due to be completed
- See any recent notes added to their request
- Add a note to their request through Facebook Messenger
- Add images/documents to their request through Facebook Messenger
Councils to do the following in OpenProcess:
- Add notes to a Facebook Messenger conversation
- View notes added by the customer in a Facebook Messenger conversation
- View documents added in the Facebook Messenger conversation
*Other channels such as web chat/Cortana will be possible in the future
Let's have a look with the example below showing a customer:
a) asking about the status of a benefit claim
b) the council asking for asking for more information
c) the customer uploading that information
OneVu AI within Facebook Messenger
Interaction with OpenProcess
Notice that in the above example the customer chose to reply. By doing so they have added a note directly into OpenProcess:
We can see the council replied in the Facebook Messenger conversation simply by adding a note in OpenProcess:
No additional tasks are required the 'conversation' happens in real time just by adding notes to OpenProcess. This is effectively a real time chat between the council and the customer in Facebook Messenger facilitated by a next gen back office application - OpenProcess.
Uploading Documents back within Facebook Messenger
Customers can also attach documents directly in Facebook Messenger that in turn will go back to the officer working on their case:
It is incredible to think that this functionality is being powered by OpenProcess, which is effectively a work management application in the same way traditional EDMS applications are!