Solution Overview

Cross-sell and Up-sell via predictive analytics through the ISAAC chatbot

The ISAAC Chatbot – (Interactive Social Airline Automated Companion) is the first chatbot developed using predictive analytics. ISAAC makes it easy to increase business efficiencies, increase customer service performance and make rapid and accurate decisions.

The need to develop an automated sales channel that collects useful data is essential to deliver smarter, faster business decisions in the process.

What is ISAAC?

ISAAC was designed with airline and travel in mind allowing customers to communicate as if they were communicating with a real live travel agent. However ISAAC is also configurable for any industry.

With the combination of big data analytics technologies and natural language processing (NLP), ISAAC has the ability to record large amounts of data exchanged between your business and the customer themselves by analyzing complicated language around a user’s circumstances, with sufficient level of accuracy to respond correctly.

Actionable insights is created using the data ingested by ISAAC, and utilizing this data to perform sentiment analysis leads to the ability to predict and provide sales recommendations that converts leads to sales faster than ever before without the need for human interaction.

How It Works

The ISAAC chatbot has the ability to predict what your customers want before they ask for it, with informed, targeted and personalized suggestions through the analysis of behavior and trends in the conversation. Many organisations are starting to realise the value in their chat data and are harnessing this capability to improve their customer journey and service, and in turn, increase their competitive advantage.

How to enhance your customer service opportunities

ISAAC simplifies data gathering, enhance customer experiences and increase customer loyalty by delivering the following benefits:

• True 360 degree customer view: of the customer journey
• Delivers significant value in a short period of time: as it drives immediate predictive analytics responses rather than waiting on human analysis for a report.
• Transferrable and accessible: on any modern dashboard or BI tool for operational reporting or deriving high level insights.
• Interaction without any human contact: as NLP allows ISAAC to act as a personal assistant to communicate as if there were human interaction.
• Improve business efficiencies: As ISAAC has the ability to run 24/7 support as a cost effective solution, can naturally handle repetitive tasks or questions, giving customers a quick and frictionless solution to their issues, as well as increase customer service capacity at scale.
• Up-sell: items as ISAAC can suggest and promote a wide range of services and items.
• Applicable to any company, any industry: as ISAAC can easily integrate into social media platforms and any other e-commerce websites.

• Usability on popular dashboards: to easily access and translate transcripts from CDH for operational reporting on high level insights.

Customers wants are rapidly changing. With the ability to create targeted customer loyalty strategies, sales promotions and cross sell opportunities without compromising the personalization and human interaction experience in the customer journey, as well as its ability to deliver intuitive business outcomes, ISAAC gives you the opportunity to become closer to your customers than ever before.