BonsAI
Digital Workforce Supplementing Human Productivity

Efficient Chatbots are the most under-appreciated automation tools shadowed behind the more sophisticated applications in an enterprise ecosystem. More often than not, the utility of these chatbots goes beyond responding to common queries, invariably allowing CIOs, decision-makers, and stakeholders to optimize their businesses to be much more agile, productive, and efficient. “Presently, there is a great potential for the applicability of AI-powered chatbots across various if not all departments within a company’s operational hierarchy,” states Slaven Mišak, CEO of BonsAI. Mišak’s company has tapped into this well of potential by providing clients customized AI-based chatbots that enable enhanced customer service automation. The robotic workforce can resolve queries from end-users, and in turn, aid enterprises to achieve greater business efficiency and increase revenue by decreasing operational overheads.

“ Every chatbot we have installed works in symbiosis or in cooperation with human agents”

Not meant to replace humans, these chatbots empower companies to extend the capabilities of their users in mitigating complex challenges by saving time and resources. “Every chatbot we have installed works in symbiosis or in cooperation with human agents,” elucidates Mišak. If a chatbot is unable to solve a certain problem that a user may face with a client’s product or service, the conversation is automatically transferred to a qualified support agent.

At this point, the representative has access to all the information that the end-user has shared, and the reason it was passed on for further analysis. “The goal is to reduce 80 percent of communication through robotic process automation, all the while providing human agents enough time and space to solve a multitude of queries that a bot may not be able to comprehend,” states Mišak.

BonsAI, while developing use-case specific chatbots for its clients, initializes every engagement by providing a questionnaire to enquire about a firm’s IT system infrastructure and other parameters such as user base, regional demographics, and communication channels, to name a few. Once all the information is gathered, BonsAI develops a customized chat applet as per the requirements and delivers a virtual agent that is compatible with a client’s business model within a few weeks. As BonsAI supports clients from the smaller Eastern European nations such as Croatia, Slovenia, Ukraine, and more, the chatbot’s embedded, region-specific natural language processing (NLP) functions improve automation capabilities. “We combined our experience in chatbots and machine learning to create an NLP engine that allows customers to communicate with users in local languages,” comments Mišak.

The prowess of BonsAI’s Chatbots can be observed through the company’s collaboration with one of the biggest enterprises in Croatia. Prior to the adoption and deployment of BonsAI’s chat applet, the client’s HR and finance departments received thousands of queries every month from employees. To mitigate this corrigible issue, BonsAI delivered a solution that runs on the client’s intranet, and can also be accessed via email or SMS. Now, when a staff member asks a question, they are redirected to a chatbot that is connected to the organization’s internal SAP systems. The deployment enabled the client to free 5 to 10 HR and finance personnel to carry out tasks that were more in line with their operational roles.

With its definitive expertise, excellent data scientists, and noteworthy references, BonsAI helps clients move into the future with superior quality RPA and AI-powered chatbots. In the next couple of years, the technology vendor hopes to grow organically by incorporating user feedback into its products and services and cashing inon innovative trends and developments in the artificial intelligence space.