Request Demo
Request Demo

Lead Source:

Contact Source:
Original Source:
Lead Form Type:

-Original Source Drill-Down 1:
-- First Page Seen:
Main Lead Source:
IP City:
IP State/Region:
Region:
utm Campaign:
utm Medium:
utm Source:
Junk Reasons:
IP Address:
utm Term:
GCLID:
GCLID_Multi:
Please fill the reCAPTCHA
By submitting this form, you consent to our use of your data for processing your demo request and communicating about our services. We do not share your data with third parties without your consent as Locobuzz is committed to compliance with GDPR. For any questions, contact our Chief Data Officer, Vidyasagar Parivelli, at privacy@locobuzz.com. Your privacy and data security are our top priorities.

Effective Online Reputation Management During Covid

Effective ORM

The unprecedented outbreak of the COVID-19 pandemic has caused many businesses globally to scramble to connect with customers digitally. Many deeply introspected their individual approaches toward novel and adaptable forms of Customer Experience (CX) Management.

If there’s any silver lining, it’d be that this crisis has led the future of technological innovation to be preempted sooner than ever expected. For many institutions and brands, analyzing digital interaction and assessing the ratio of digital dependency for daily sustenance became the essential first step.

Table of Contents

The main challenges

At Locobuzz, our clients faced volumes of customer concerns that were treated as critical and logistical pain points for the brand managers. Hence, our first step was to use this large influx of data to our advantage and strengthen our Artificial Intelligence to build seamlessly accurate sentiment models.

If we apply Machine Learning (ML) daily, people-centric businesses, we’ve to consider a constant change. Whether evolving markets or customer preferences, CXM becomes highly dependent on the ability of AI technology to deeply understand different customers’ intentions.

In ML terms, it becomes important to train AI also sometimes known as chatbots to understand the difference between two responses that carry the same words but can mean totally different things. For instance, someone enquires with a bank for a loan:

User: Hey, I need a loan!

Let’s say that the AI has been fed with two responses for the word “Loan”:

  • Sorry, we are not providing any kind of loan at the moment
  • Can you help us with which kind of loan product you want?

Assume, that based on the query “loan”, the AI can elicit any one of the above responses which can result in two entirely different circumstances!

Enter: smart replies

The Smart Reply functionality is Locobuzz’s one of million ways to reduce an ORM agent’s biggest woe: TAT reduction. However, it also helps segregate responses into different categories. It starts with the AI being fed responses that are bifurcated by the query. Smart Reply not only helps by providing quick responses but uses Sentiment Analytics and ML to efficiently increase the accuracy of the responses.

What’s interesting is that the feature recommends responses based on predicted queries based on “intent”. Why intent? Because, oftentimes, users don’t know how to ask for help.

If a user asks, “I don’t know. Which loan will help?” can elicit a response such as “Would you like to share your contact details with us for further assistance?” This function of machine learning helps the feature analyze a query based on keyword sentiment and populates a suggested response for the query.

Locobuzz has noticed a commendable improvement in TAT after the in-house team started using the ‘Smart Replies’ functionality. While working with Locobuzz, a BFSI brand observed their FLR TAT had reduced from the initial 41 minutes in May 2020 to a whopping 17 minutes in June 2020!

Additionally, ‘Smart Replies’ in essence prevent the brand from sounding monotonous or impersonal. While personal touch is the key to client retention, we must remember that AI technology is much like a child: it identifies and makes sense of patterned behavior. Imagine if a series of patterns are observed acutely, compartmentalized, analyzed, understood, internalized, formulated, and revealed. That’s what the process of “accuracy” looks like. AI technology and sentiment analytics, with the help of machine learning, will teach itself to evolve, but human intervention will always be the point of evolutionary-based learning.

Single smart response engine (SSRE) by locobuzz

At Locobuzz, we deploy our Single Smart Response Engine (SSRE) designed to leverage a higher standard of AI and respond to users quickly without compromising quality. It enables companies to cut costs and reduce turnaround times while improving CX.

Online Reputation Management (ORM) is about adding value to a company. Better ORM builds a positive reputation, enhances trust, and contributes to success. AI technology currently gathers and analyzes user queries and designates them as tickets that need to be responded to by a manual agent.

Conclusion

Of course, AI is constantly improving, and Locobuzz tirelessly works towards perfecting its approach for sentient AI, smart reply, contextual word clouds, and many more recommendation and computer vision technologies.

With an accomplishment of even one of these mechanisms, Locobuzz will set high industry standards leveling higher than the standard analytics tool geared to provide brands what is required to overcome the challenge of any crisis.

Leave a reply
Personal data will be processed in accordance with Locobuzz’s Privacy Policy
RECENT POSTS

Request a Demo

Personal data will be processed in accordance with Locobuzz’s Privacy Policy
Receive the latest blogs

Subscribe to our latest Blogs

Get notified about new articles

By submitting this form, you consent to our use of your data for processing your demo request and communicating about our services. We do not share your data with third parties without your consent as Locobuzz is committed to compliance with GDPR. For any questions, contact our Chief Data Officer, Vidyasagar Parivelli, at privacy@locobuzz.com. Your privacy and data security are our top priorities.

By continuing to browse and use this website, you consent to our use of cookies to enhance your browsing experience, analyse individualised usage and website traffic, tailor content to your preferences, and make your interactions with our website more meaningful. You further acknowledge that you have read, understood, and agree to be bound by our Privacy Policy and Terms of Service, which are in compliance with GDPR.

Please Read the Terms and Conditions Before Submitting

  • The lucky draw contest is open to participants aged 21 and above.
  • The contest entry period starts on Oct 3 and ends on Oct 18. Entries received after the end date will not be considered.
  • Participants can enter the lucky draw by completing the online entry form provided on this page.
  • Only one entry per person is allowed. Any additional entries will be disqualified.
  • Winners will be selected randomly from all eligible entries received during the entry period.
  • The draw will be conducted online, and results will be shared on our social media handles.
  • The prizes for the lucky draw contest are as described on this page.
  • Prizes are non-transferable, non-exchangeable, and non-refundable. No cash or other prize substitution is allowed.
  • Winners will be notified via email and/or phone within 3 days after the lucky draw.
  • Winners must respond within 3 days to claim their prize. Failure to do so will result in the selection of an alternate winner.
  • By entering the contest, participants grant permission to use their names and submitted content for promotional purposes without further compensation or approval.
  • Participant data will be used in accordance with the Privacy Policy. Personal information will not be shared or sold to third parties.
  • The organizer reserves the right to modify, suspend, or cancel the contest if unforeseen circumstances or technical issues arise that affect the fairness or integrity of the contest.
  • This contest is subject to all applicable laws and regulations and is void where prohibited.
  • Participation in the contest constitutes acceptance of these terms and conditions.
  • For any questions or concerns regarding the contest, contact hello@locobuzz.com
Fill Out Your Details
[hubspot type=form portal=5086169 id=888a747b-e829-46df-a2d4-d2c7729a4ce6]
Request a Custom Report
[hubspot type=form portal=5086169 id=034775ca-2e25-4934-9e46-144ebf4e3b3d]

Personal data will be processed in accordance with Locobuzz’s Privacy Policy

Request a Demo
[hubspot type=form portal=5086169 id=bc733bf5-708e-4442-b2ad-1732d6895e71]

Request a Demo

[hubspot type=form portal=5086169 id=3f0e0940-c409-4d7a-b11d-40de60454c6a]