Orlo promises AI, chatbot, blockchain innovations
UK customer experience technology company, Orlo, has developed an integrated social, live chat and CRM platform. The launch client is Ocado, with other customers including Iceland, Laura Ashley, Jojo Mama Bebe, Blue Inc, Hamleys Toys and Hillary's Blinds.
The venture says that it has been investing heavily in AI and conversation chatbots during 2018 and will be bringing some powerful new solutions to market in 2019. Using AI to compose responses to FAQ’s across social media and web chat, ready for an agent to approve or edit is one big new time-saving innovation, it adds.
In an interview with RTIH, Ben Nimmo, Co-founder and CTO, notes that a conversational chatbot will let a consumer use their dialpad to self-serve for simple transaction enquiries such as checking a balance or the status of a delivery. AI will also be used to produce social media insights, including anomaly detection for PR or crisis scenarios, entity extraction to highlight geographic or brand mentions from plain text, and emotion detection around marketing campaigns or customer service.
“Orlo is integrating with IBM Watson to deliver a seamless handoff from Facebook’s chatbot to a customer service agent for a large brand based in Spain. We are also developing blockchain technology that allows the exporting of social media conversations so that they can’t be tampered with, delivering new levels of governance and auditability,” he says.
Read the full interview here.