German Startup e-bot7 Improves Smart Chatbot Communication Through Deep Learning and AI

2 weeks ago by Sam Holland

E-bot7, a German start-up, is becoming known for its innovations that combine chatbots, deep learning AI, and customer service workflows to develop solutions that help customer service representatives just as much as the customers who depend on them.

e-bot7

e-bot7 is a Munich-based AI startup founded by Fabian Beringer, Xaver Lehmann, and Maximilian Gerer. All three founders have been on Forbes “30 Under 30” list and Beringer was number three on VentureBeat’s 2016 list of 100 people to watch in the chatbot industry, coincidentally, 2016 was also the year that e-bot7 was founded. The company has also been in the news recently after receiving 5.5 million euros in funding towards its international expansion.

 

Intelligent Chatbots for Customer Service

The goal of e-bot7 is to use artificial intelligence technology to enable companies to significantly improve their customer service efficiency through the design and integration of smart chatbots. e-bot7 chatbots are able to accurately classify support queries and direct them to the right customer service agents in order to speed up the resolution process.

In addition, e-bot7 chatbots can suggest appropriate responses for the customer service agents and provide automated answers to recurring customer queries. Companies that have implemented e-bot7 products discovered that average handling times for customer queries could be reduced by up to 80% and that customer satisfaction improved.

 

Man using a smartphone

Chatbots can easily communicate with customers through a variety of devices. Image courtesy of Pixabay.

 

Artificial Intelligence and Natural Language Processing Features 

What sets e-bot7 apart from most chatbots is its use of artificial intelligence (AI) to achieve accurate, personalized chatbot interaction. These include not just responses but smart workflows, too. e-bot7 chatbots are continually learning and improving their performance thanks to a powerful natural language processing algorithm that uses multi-dimensional convolution neural networks (also known as long short term memory).

While its initial stages of implementation include supervised learning on existing customer service scripts, e-bot7 continues with unsupervised learning through constant comparison with a dynamic artificial intelligence database.

Note that e-bot7 products can interact with both processed and spoken words, which means that it works with telephone inquiries as well as typed messages and chat. The solution integrates easily with a wide variety of CRM  platforms and databases to facilitate process automation. 

 

Robot hand using keyboard

e-bot7 chatbots can interact with both processed and spoken words. Image courtesy of Bigstock.

 

e-bot7 Products

e-bot7 products currently include:

  • Hybrid Agent + AI, which analyzes incoming messages and either responds or forwards them to the correct department and provides suggested responses; 
  • Live Chat with AI-based Suggestions, which supports customer service agents working on live chats; and
  • AI Service Funnel, where customers can receive answers via self-service

All of these products use e-bot7 AI technology and easily integrate with common CRM packages.

 

International Expansion

The recent funding obtained by the e-bot7 team is earmarked for further expansion of their position in the European market. Using the recent funding, ebot7 plans to expand its position in the European market and expand into other countries outside Europe.

Their current customer base already includes well-known companies such as Telefonica, Siemens, Audi, Commerzbank, and Casinos Austria.

 

As e-bot7 continues to improve, it will be exciting to see what other innovations and products come to light. Their use of natural language processing for customer service is certainly fascinating and can no doubt be adapted to other workflows in a variety of markets such as healthcare, eldercare, and education.

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