June 2021CIOAPPLICATIONS.COM 19Our solutions come with a natural language understanding engine, which we built leveraging our in-house capabilitiesCould you walk me through Kaleyra's solutions?Yes, sure. Kaleyra offers a single platform through which businesses can manage all their communication with their customers. We help companies engage their customers with personalized messages, chatbots, programmable voice services, push notifications, transactional emails, and other channels. Messaging and voice services are considered network-based channels, while every other service is IP or internet-based; we offer both kinds. Kaleyra has very robust APIs which allow developers to interconnect their systems easily with Kaleyra's platform, and we also offer a web interface, an intuitive UI, where companies can simply create an account and log in to setup virtual business numbers, run marketing campaigns, build user communication flows, extract reports and such. As we cater to many organizations working in highly regulated sectors, especially in Italy, our primary differentiators are security, reliability and scalability. We offer authentication solutions to many financial institutions and help them validate and secure their users' banking transactions. The solution enables businesses in other sectors as well to generate one-time passwords and send them to customers through SMS, voice calls, and email. We also provide chatbots that work across various channels. We also help companies implement actionable alerting systems, which enable them to send transactional notifications to customers. More importantly, we provide contact center services and improve companies' operations efficiently.What are some of the flaws of chatbots in the market space today, and how does Kaleyra address them? Today, many companies in the market come with great capabilities in natural language processing, AI, and ML. However, to deploy such solutions, companies require extensive help from developers due to complications in the setup. Although many firms offer no-code or low-code solutions, which are easy to set up, such chatbots are rule-based and do not offer much in terms of NLP, AI and ML. For that reason, most bot offerings tend to work in one context and fail in another. Moreover, these chatbots are not future-proofed, meaning they work with one or two communication channels today, but may not scale to other channels tomorrow. Kaleyra's chatbots address all these pain points. For one: our solutions come with a natural language understanding engine, which we built leveraging our in-house capabilities. Our proprietary natural language engine also enables easy setup while customers try to build the chatbots. Clients should be able to set up a chatbot in a few minutes without any outside help. Two: our algorithm is capable of dealing with intent recognition efficiently. For example, our chatbots can differentiate between two sentences with the same number of words and tokens. We utilize the natural language understanding engine to recognize the intent of a sentence or a query raised by a
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