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Frequently Asked Questions On Self-Service AI Chatbot, Atura

June 4, 2019 at 9:27 AM

What is Atura?

Atura is a powerful artificial intelligence chat solution that uses cloud technology to deliver the right answers to your customers via any device, albeit mobile, desktop or tablet. Built on the Microsoft Azure technology stack, Atura uses its advanced algorithms and machine learning techniques to correctly understand your customer request and then deliver the correct response. In the event that the AI doesn’t understand the customer request, the entire messaging conversation can be seamlessly redirected to a physical agent to further respond to your customer. The result: a fluent and seamless customer experience!

What business uses does Atura have?

The partnership between Principa and Atura offers the South African credit and collections industry a solution to support originations, customer management and collections via self-service virtual agent chatbots on mobile and desktop devices.

Why the partnership between Principa and Atura?

The partnership represents the coming together of two significant components: Principa Decisions’ extensive experience and understanding of the credit and collections industry, and Atura’s industry-leading Artificial Intelligence-based technology solutions. The partnership is therefore able to offer world-class Artificial Intelligence and data-driven self-service solutions specifically aimed at assisting the credit and collection’s industry to improve their customers’ experience and service levels, while decreasing costs associated with originations and collections.

On which channels can Atura be deployed?

The chatbot can be exposed over many social media and messaging channels (WhatsApp, Facebook Messenger, Slack etc,) or through mobile and website widgets.

What makes Atura different from any other chatbot?

  • Accurate language processing through AI and large, industry-specific datasets
  • Secure transacting using OTP or USSD authentication
  • Seamless handover to live agents when client needs aren’t met
  • Robust API for integration into CRM, service desk and call centre software

Is Atura available as an on-premise or cloud deployment?

Due to the cloud-based nature of enterprise AI and NLP engines, the core of Atura must reside in the Microsoft Azure Cloud. Conversation data may however be stored on premises, if preferred.

Will my chatbot be bespoke?

Each AI self-service assistant is fully customised to meet your needs and every client environment is associated with an isolated Microsoft Azure resource group. At Atura we have a list of standard technologies we use for each aspect of an AI assistant, but this list is not immutable. Most can be substituted, with a little effort, if required by the nature of an individual AI assistant's design.

How will my bot be designed?

We follow a simple yet thorough process to design each bot and ensure it meets requirements and exceeds expectations. Appropriate documentation is generated along the way - keeping it lightweight and visual.

The process can be summarised as:

  • Understand the context
  • Determine core intents
  • Generate utterances and map to intents
  • Create the bot persona
  • Design dialogue and conversation flows
  • Build, test, improve

Is Atura secure?

When interacting with an AI assistant, end-users will often supply sensitive information, and we need to be careful how this information is transmitted and stored. Since Atura runs on the Microsoft Azure platform, our clients benefit from Microsoft's stringent security standards. This means that any AI assistant we build complies with international security standards and will automatically incorporate the latest advances in security technology. For a detailed overview of the security processes used by the Atura self-service chatbot, read more here.

Perry de Jager
Perry de Jager
Perry has been involved in Collections and Recoveries for the past 12 years, spending time in different market segments ranging from law firms to investment companies. At Principa, Perry has worked on extended projects within both South Africa and the Middle East with some of the largest financial organisation, providing on-site consulting within the collections and recoveries space covering strategy, process, people and technology.

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