A bot platform built for collaboration. We believe the world will be better with technology out of the way
and have pushed hard to make big tech accessible to everybody
and have pushed hard to make big tech accessible to everybody
Meet the entirely new, second version of our Bot Builder tool:
We believe the world is better with technology out of the way, and we have pushed hard to make big tech accessible to you, with or without writing code.
Non-developers use Bot Builder to map out and give life to their custom bot and AI experiences through dragging and dropping and configuring templated optioned from the step library.
Meanwhile developers use the Bot Builder Meta-UI to configure and code core functionality into small pieces called steps, which are then published to your step library and made available to your less technical colleagues.
Whether you use Bot Builder to code brand new steps and possibilities, or you’re simply dragging and dropping from the step library,
Bot Builder allows you to quickly deploy live bots and AI solutions to any communication channels that are open to 3rd party control – for example; SMS, Facebook Messenger, Phone, Email, Web-Chat, Amazon Echo, etc.
The powerful combination of Bot Builder’s drag and drop UI plus the incredibly flexible Meta-UI allows teams to move very quickly in creating useful bots that operate in any channel, powered by the latest artificial intelligence.
Meet the new alternative to the build vs buy dilemma – ‘configure’:
THE ‘CONFIGURE’ ADVANTAGE
Not every company can (or should) spend millions of dollars on world-class UX
talent and product development teams to design and build their management tools, reporting UI’s or contact center agent consoles from scratch.
This is why OneReach built Action Desk – a highly configurable solution that’s built on the following principles:
BE MODAL: “Design for now, let the user be in the moment.”
Don’t design a cockpit with dials and buttons for absolutely any and all scenarios, no matter how remote or irrelevant they may be. Instead, reduce complexity by presenting the user with only the tools necessary for the task at hand. In other words: design for now, let the user be in the moment.
PROCESS FIRST, THEN TECHNOLOGY
Rather than having to change your business process to fit the technology, make sure your solution and user interface is adaptable and can be configured easily to fit your changing business needs.
There are some necessary complexities, in which case the best option is often to hide it. Too often, complex and infrequently used features take up more screen real estate than those which are used frequently and possess simpler features. This is wrong. A good user interface should make the most common tasks prominent and hide the rare tasks so they don’t get in the way. If this concept isn’t quite clicking, ask yourself why the electrical panel/fuse-box for your home isn’t mounted on your kitchen counter.
MINIMIZE VISUAL NOISE
The amount of visual noise on an interface has a huge impact on the perceived complexity of the interface. Keeping visual noise to a minimum will make an interface seem easier to use. The two primary tools for reducing visual noise are white space and contrast.
REDUCE, REUSE, RECYCLE
As an application begins to take shape, problems often recur in various parts of the application. These recurring problems characteristically tend to have similar solutions. Therefore the best practice is to look for ways to reuse components of the interface. Reusing elements for different purposes has two advantages: less development time and a more consistent user experience. If a user learns to achieve one task, they can apply that same knowledge to accomplishing a second task as long as it is implemented consistently.
Artificial intelligence (AI) is often considered a tool for increasing self- service (which is great!), but AI is best used when in conjunction with a human. AI and conversational interfaces (bots) can be used to customize the experience for the agent. By putting a bot in the agent UI, these self- learning, smart, automated tools can offer suggestions to the agent and monitor things like dispositions, which ultimately help agents be more productive.
As jazz musician Charles Mingus said, “Making the simple complicated is commonplace; making the complicated simple, awesomely simple, that’s creativity.”
Integrations are generally the biggest barrier of entry to a sophisticated, data-driven system. OneReach has made that very easy by creating a tool that requires no development skills and allows you to hook into your own data. If you have an API, you can create dynamic, personal, data-driven voice or text experiences.
Imagine an app store with all the functionality you need to program the perfect bot.
Thanks to the hard work of other creative users willing to share their expertise, you can choose from a complete line of Meta-UI powered solutions that suit the specific needs of your customer service program.
Need a Facebook Messenger step that automatically writes customer responses to a specific salesforce object that can be plugged right into your flow-chart? Use someone else’s work as your starting point. Building a bot that reminds prospects of sales calls and demos via SMS or email? Leverage another team’s learnings to set the perfect reminder interval without the trial and error.
Everything you need to build the perfect customized experience is waiting for you in the shared library, and it’s all been vetted by OneReach to ensure you’re never plugging in broken or malicious code.
Custom UI for Communicating with Customers
cockpit story (modal design),
use of white space,
bots to help the agents do their job (ask it for help) but also to train the system (AI training),
can use cards to show context (order history, etc.)
Bots can handle integrations with SalesForce, internal systems etc using all the same steps. “Integrate once and use everywhere”.
Definition of Agent is changing, “the right UI for right role”.
“Inline training” agents training bots in real time.
Agent bot can also be embedded in existing UI’s. “Add an agent bot for agents UI to improve productivity and manage employees”.
“Agents moderating bot conversations”
Custom UI for Communicating with Customers
Although you can connect with virtually any channel that offers API’s we provide pre configure Voice, SMS, Facebook, Slack, Email, HTTP and Alexa bots that can be setup in under five minutes. We add new partners regularly.
Big data meets blah blah…
This is liks of basic everyday tasks that humans typically do that Bots can now do.
Use bots to optimize your workforce, focus your people on the important tasks and let the bots take care of the rest of it.
“If you are not racing towards AI and your competition is, you will be crushed”
A Flow Pattern To us is like a very specific use case that has been tuned to include best practices.
Technology is changing the world at a blazing fast speed, and there are some impactful trends that have starting to take flight here. These improvements are due mainly to advances in technology, a convergence of things like AI, API proliferation, mobile computing, big data, image analysis, blockchain, serveless cloud systems, etc… There are many exciting new technologies that will continue to transform the world and improve human welfare. To demonstrate the power and flexibility of CS2.0 We have selected a couple that can be implemented today with the bot builder.
OneReach is the only provider of a fully automated voice and text-enabled omnichannel solution, running in the cloud, powered by your choice of artificial intelligence. Our solution, CS2 is a second generation AI driven system that automates customer service across voice, SMS, text, chat, mobile, and social media. Communication patterns can tell you a lot about what’s going on in your business, how your customers are feeling and what they are thinking. The data can be predictive by alerting you to leading indicators to critical issues. Most companies are living in the dark ages when it comes to data about what is happening in the phone channel. Data is better IQ with our analytics tools you can raise your IQ and shed light on a whole side of your business that has been a black box. From there you can use CS2 to improve experiences, create new automated experiences that customers appreciate, and save a ton of money while allowing your people to focus on higher value tasks. We feel confident in saying that there is no IVR more advanced on the market today.
Road side assistance
Bots have proven they can help people quit smoking, teach kids to read and make people show up for important meetings. Carefully planned proactive communication has proven over and over again can have a strong influence on modifying people’s behavior if a person invites the modification. In other words they have to want to quit smoking, but there is strong evidence to show that when they do a bot can be very influential in helping then form new habits.
Dry cleaning example
Contracts compliance is overwhelming and unmanageable for almost every company. Smart Contracts are programs that are meant to execute in conjunction with written contracts to ensure that the parties are adhering to the terms including the ability to manage any financial transactions if that is desired.
Suppose a tenant rents an apartment from a landlord. This can be done through the blockchain by paying in cryptocurrency or using an electronic bank transaction including credit cards. The tenant gets a receipt which is held in our virtual contract; the digital entry key is released by the landlord by a specified date. If the key doesn’t come on time, the blockchain releases a refund. If the landlord sends the key before the rental date, the bot holds it releasing both the fee and key to the tenant and landlord respectively when the date arrives. The bot works on the If-Then premise and is witnessed by hundreds of people, so both parties can expect a faultless delivery. If the landlord give you the key, they are sure to be paid. If the tenant sends a certain amount, they receive the key. The document is automatically canceled after the time, and the code cannot be interfered by either of us without the other knowing since all participants are simultaneously alerted.
You can use smart contracts for all sort of situations that range from financial derivatives to insurance premiums, breach contracts, property law, credit enforcement, financial services, legal processes and crowdfunding agreements. They can inlove mediated third parties for more complex interactions. Smart contracts don’t require blockchain technology to work, you can create your own bot to manage the other parties adherence to a contract. For example if you have a lease renewal clause that requires 60 days notice, you can create a bot that emails out the renewal contract for approvals and edits on your side and then manages a submission in time to the other party.
Numerous observers have identified chatbots as a potential replacement for native applications, representing a new primary channel for interaction with users. However, there has been less discussion of the natural evolution of APIs toward conversation APIs.
Conversation APIs are evolving out of existing interfaces for application development. Yet they are far more than just chatbots, and retain their API functionality. To some extent their role is unchanged; they serve as a vehicle for communication between applications, platforms and devices. But future versions of such platforms will be able to do this in a far more enriching manner. APIs capable of natural language processing.
A customer is planning a road trip and decides at the last minute they need an oil change. The send their chat bot out to find a mechanic that can do it this afternoon. Their chat bot uses google which reaches out to three companies near by. One by phone, the other by SMS and the third by email. Any of these three companies could either answer using humans or with their own bots. Two shops return that they can take the customer, the bot offers the customer two options and automatically books. No JSON, no integrations, no testing, no need to even have a conversational API application on both sides. Sounds crazy that a bot might call and talk to a real person, it it’s only crazy because it isn’t popular yet. But once it starts happening it will explode quickly, what human will want to spend the day talking to bots when they can just get a bot themselves?
Ask three bots to provide an answer, if two agree with high confidence then train third with the others.
A bot returns a low confidence on a voice recording when transcribing. Send file to others and if two or more others return the same answer with high confidence train your bot with the data.
According to Gartner, through 2018, 70 percent of Hadoop deployments will fail to meet cost savings and revenue generation objectives due to skills and integration challenges. The architecture that make bots perform is the same architecture needed to handle big data problems. Bots can handle the management of collecting, storing, analyzing and taking action. Bots can me deployed to handle all four areas.
The whole concept of big data, or total data, and how to collect it and get it to the data lake can be a huge effort that a bot can handle easily, it can be broken down into a data collection problem subsets.
Given the proper ETL tools and APIs/connectors, as well as the right throughput, big data collection isn’t the most difficult part of the big data equation.
The CS2 platform is polymorph — it can store all kind of data, and this data can be represented and accessed through different prisms. From simple file storage to relaxed-consistency NoSQL databases to Third-Normal-Form and even Fifth-Norm-Form relational databases, from direct read to columnar-style access to transactional SQL, there is an answer to every storage and data access need.
Because of its fundamental design concepts, the platform is infinitely scalable. Provisioned in the cloud, and it is elastic. Conceptually at least, storing big data is taken care of which is one part of the big data equation.
Where it becomes tricky is how to make it work in reality. From the core Hadoop platform to the commercial distributions to the hybrid platforms offered by database vendors, there are many options, many price points, many different variations of the concept, and many skill levels required.
Once you have all this data in the data lake, how do you bring it all together? Transforming and reconciling data, ensuring consistency across sources, checking the quality of data — this is the hard part of the big data story and where there the least automation and help are available.
If you need to build an application on top of a specific data source or to report on top of a consistent data set, many solutions exist that will automate the process and make it seamless.
But cross the boundaries of sources, explore and leverage heterogeneous data, this is where you are on your own. And this is where vendors who claim to make big data easy should step in and help.
The most important and often missed part of what makes a big data initiative successful is the action. Data analysis is great to provide insights into what happened, what is happening and what will happen. But this information is only useful if something is done about it.
Configure sophisticated reporting, tailored to your company’s specific needs – we’ve got much more than the basics covered.
Change our world – join over 10,000 non-developers and developers. Create useful bots that operate in any channel, powered by the latest artificial intelligence.
Experience ease and scalability in connecting OneReach with 3rd-party services such as payment gateways, CRM’s, POS, EHR’s and artificial intelligence platforms (IBM Watson, wit.ai, api.ai , etc) – anything with API’s.
The drag-and-drop nature of the OneReach Bot-Builder tools helps our customers to avoid coding custom solutions, where it’s typically required. OneReach also provides a Meta-UI, enabling more technical users to create endless possible new steps, skills and 3rd-party connectivity. Together, these tools enable teams to move quickly in creating useful bots that operate in any channel, powered by the latest artificial intelligence.
OneReach also provides tools for managing Live Agent communications and real-time reports and dashboards offering immediate insight into interactions with bots and live communications.
In selecting the OneReach platform, customers value ease in configuring and iterating on their chat-bot solutions – with little to no technical prowess required. Training is provided in addition to great customer support, and Professional Services can be engaged for troubleshooting, consultation and configuring or iterating on your solutions for you.
By now most have already noticed the sea of information about bots and artificial intelligence. With over 10,000 non-developers and developers using our tools and years in the choppy AI and bot seas, we’re happy to share our weathered journals. Especially with so much noise about bots and AI today, our customers and partners came to truly value our key applied-learnings.
We’ve gathered perspective on what’s most paramount to the successful development of bots in a market wherein it’s increasingly easy to create bots, while the stakes for creating the right experience have never been higher.
With our company having spawned from a consulting firm that was named the first true UX agency, it’s 2nd nature for us to let customer-data drive important decisions regarding bots and AI. We’re happy to dig deep into the annals of our years of history on the treacherous seas of artificial intelligence and bots in order to help you avoid mistakes.
With the objective of helping people to skip the stumbles that we painfully watched customers go through, we’re proud to be able to share applied learnings with customers. From fumbled bots and ass-kicking bots, to bots that cut 40+% of operational cost, bots that engage sports fans and bots that save lives, helping you to avoid the pitfalls our customers endured is whole value unto it’s self that comes with OneReach.
We’ll share applied learnings from working with early adopters and leaders, ranging from massive corporations like AB-InBev through to government-innovators like Washington DC, or crisis focused non-profits, vigilantes and tech startups.
Let us share practices for fostering bots that don’t just accommodate the happy-path, but also are designed to support the exceptions.
With our strong background in customer experience design (see Effective, the user centered research/design firm we were born from), we know good product design. We also know that good decisions are data-driven and that customer experience design requires iteration. Rapid cycles of designing, building, testing, measuring and repeating, is critical to the creation and improvement of meaningful experiences.
Whether you’re new or closer to being a veteran like us, we think that you’ll be glad for the answers and ideas we’ve had to come up with for AI solution design over many years.
Show glimpse of Journal and Learning – content that demonstrates our knowledge and skills is critical to the trust question. If the buyer is deciding between us and a competitor, we’ll demonstrate more authority.
Harvard surveyed 3,000 execs on AI and discovered that most prefer to buy instead of build. Today’s smartest executives do everything in their power to ensure decisions are future proof. How future-proof are your bot and AI plans and management tools?
Do you know what your mobile strategy, customer experience strategy or operations strategy will look like 2 years from now? It seems like a long time doesn’t it. It’s a very long time in the technology world. In fact in the same amount of time bots and AI went from an almost cult-ish, niche area of technology that most weren’t attuned with to now being on every company’s radar and in plans, pilot programs or fully implemented for many others.
Would you rather invest in something that is limited by whatever features it comes with, or buy something that exists for the specific purpose of flexible configuration to meet whatever your specific needs are now or 2 years from now.
There is an important progression or pattern of adoption that in some form or another, repeats itself as new technologies emerge and dominate or fall to the wayside. This pattern looks something like this:
Today’s tools and platforms that make up the bot and AI market are overwhelmingly in the first 3 or 4 frameworks. OneReach eclipses all of the described frameworks for leveraging bots and AI. This is by design, with one specific objective in mind: to leave you open to an exponentially variable degree of possibility for creating and training your bots and AI. It doesn’t get more future-proof.
We believe the world is better with technology out of the way, and have pushed hard to make big tech accessible without writing code. We think that you can create meaningful bots and AI experiences that people enjoy using.
INSERT BOT LIFECYCLE
Have an FAQ section showing the frequently asked questions and answers, and inviting them to engage with the bot if they want to discussed/ask more questions