OCAS Conversational Agents

OCAS Conversational Agents
Every year 256 billion requests are generated by clients from all walks of life. The cost of dealing with such an onslaught in customer service is $ 1.3 trillion. To combat such a revenue drain, the world is turning towards interactive intelligence systems on an ever-increasing basis. By 2020, 85% of all customer relations will be processed without human interaction.
WHAT IS OCAS QAS?
OCAS QAS (Question/Answer Systems) is a software composite created by the OCAS neural network that can instantly answer live-chat questions from customers, providing an effective channel of communication between the enterprise and its customers based on the latest generation of artificial intelligence technology.

Over 15 years of development and input from the OCAS team in the field of neural networks has ensured an accuracy rate of 91.9 % at the initial stage of system integration, a rate which improves on a daily basis as the neural networks become more self-aware and responsive. OCAS QAS is impervious to typographical errors and utilizes a broad database of vocabulary and grammatical structures to tackle a request at its core; it disregards colloquialisms, absurd or provocative language and statements that are not directly related to frequently asked questions on the subject at hand. OCAS QAS is multilingual. The system determines the language in use and responds in kind.

OCAS QAS provides information, solutions to customer problems, expands the customer base, increases the technical standard within an organisation, enhances organisational structures and brings with it a status and prestige that is difficult to surpass.
WHAT CAN OCAS QAS DO?
OCAS QAS can accurately:

1) answer frequently asked questions (FAQs) in conversational type chats. Such questions usually account for about 40% of all customer inquiries.

2) answer personal questions and attend to special requests from clients, accounting for approximately 50% of all customer inquiries.

3) connect a client to a specialist if the situation requires.

INDUSTRIAL APPLICATIONS OF OCAS QAS
Any organization that has customers or employees needs a system that quickly and accurately answers their questions. The success of an organisation is intrinsically linked to how well they communicate with their clients. The most successful organisation will be that which can reach its customer base through conventional channels (text, speech and visual images) without compromising the quality of service. The modern-day consumer demands more; they want immediate and seamless satisfaction and will not tolerate the slightest delay in service from any application they use. Uber and Starbucks are classic examples of the 'here-and-now' nature of the society in which we live. Bot consultants allow these needs to be met, while also presenting a perfect opportunity for you to better organize the cross-selling of any products at a low price. As you will read below, the range provided by OCAS QAS has something to attract every type of customer.

In the near future, enterprises will have to consider their employee base as a collective set of human and robotic resources due to the development of cognitive technologies, but artificial intelligence will increasingly become the public face of the enterprise. Below are a few examples of the uses of OCAS QAS in various industries.

EXAMPLES OF USE ACROSS DIFFERENT INDUSTRIES
Banking

- The creation of conversational agents to deal with customer support in the private banking sector.
- The creation of conversational agents to deal with customer support in the legal entity sector.
- The creation of conversational agents to deal with enquires from potential customers.
- The creation of conversational agents to deal bank employees.
- The creation of an answer log to private questions from the bank's customers (Frequent Personal Questions, FPQ).
- The ability to execute customer orders sent via chat (Personal Tasks of Сlients, PTC).
- The creation of a rapid response system for complaints and appeals.
- The creation of thematic, robotic consultants (investor assistant, customer assistant, insurance assistant, client financial advisor, etc.)
- The analysis of the semantics of messages on social media networks.

Trading

- The creation of conversational agents customer support systems.
- The ability to execute customer orders sent via chat (Personal Tasks of Сlients, PTC).
- The creation of significant marker detection systems which can flag vital indicators that an equity should be bought or sold.
- The creation of systems to analyse client behavior.

Insurance

- The creation of artificial insurance agents.
- The creation of consultation systems for the employees of insurance companies.

OCAS QAS is closer to replacing a human agent in the insurance market than in any other. The client simply needs to specify the type of insurance they require to the bot and answer a number of basic questions, after which the system can finalise, create and send a copy of the insurance policy to the employee. The introduction of QAS has already allowed some insurance companies to reduce customer support costs by 60%.

Real Estate

- The 'smart realtor'.

As a widget on the agency website or in a messenger, OCAS QAS is able reach the core of the client's request, ascertain the parameters under which they can buy or rent and instantly present the apt and available options. OCAS QAS will ask the client clarifying questions and record their preferences or complaints. The system is able to deal with the labour-intensive consultation process without human intervention, freeing the realtor to showcase properties to clients.



Construction

- Virtual sales representative.
- A smart agent who is reachable from the comfort of your own home.

In a construction company OCAS QAS can ask and answer questions about properties under construction or for sale, building materials used, sales conditions and promotions, provide information about the infrastructure surrounding the property and show updated photos of the property itself. The system can also provide aftercare to customers and help to ease the settling in process.



Retail

- A virtual sales agent.
- A thematic consultant (by product group).
- A brand-specific intelligent agent
- The creation of systems for aftercare and technical support.

Cell phones, pharmaceuticals, cosmetics - no matter the product, the consumer will have the same questions: Availability, price, discounts, the quality and features of the product, the best and alternative options, payment procedure, delivery and the business hours of the company in which it is sold. What differs in retail are the individual circumstances and the special needs of the customer: Do they have any medical ailments, disabilities or financial constraints that may alter the presentation of the product and the closure of the sale? OCAS QAS can answer these questions, meet these needs and close the sale on your behalf.

Airports and Airlines

- Virtual help desk.
- Virtual travel assistant.

For passengers, information on the status of flights is critical and should be provided as quickly as possible. OCAS QAS can instantly provide the pertinent information: flight numbers, terminal numbers, the airline in question, aircraft type, departure and arrival times, opening and closing of check-in and the desk number, flight delays or cancellations, boarding gate number, early baggage claim, air terminal and parking maps, restaurants, shops and airport services. In addition, with the help of OCAS QAS, you can answer questions about available air tickets, discounts, or suggest travel destinations according to parameters laid out by the passenger. OCAS QAS has the ability to bring air travel to a whole new level of convenience for all invested parties.

Telecommunications

- Creating a customer support system.
- Creating virtual sales agent to push company's products.

OCAS QAS can help telecommunications companies to maintain their leads and relay them to customers in a quick and efficient manner. OCAS QAS can instantly add a selected internet option to a tariff, help determine which tariff is better suited to roaming or which TV package is best choice for a large family.

Government agencies

- The creation of a response system to cater to the needs and requests of citizens
- The creation of a smart conversational agent for the public services system.
- The creation of support systems for investors interested in the region.
- The creation of thematic virtual consultants (taxation, underground operations, health care, education, registration, etc).

OCAS QAS allows for an effective channel of communication between voters and their elected representatives, as well as providing citizen advice and responding to queries in a logical manner.

WHY IS IT DIFFICULT TO RESPOND TO QUESTIONS?
The number of possible combinations of words and expressions in a developed natural language equates to approximately 10140 different variations. For comparison: in a lifetime a person utters about 108 complete sentences, most of which are repeated. Therefore, every particular question can be asked in a multitude of different ways. OCAS QAS learns from each interaction and though it may be receiving a question in its presented form for the first time, its ability to learn from other combinations will allow it to produce a suitable response. It understands language as it has been taught to do so. The following are the main types of combinations that exist in a statement:

- Positional combinations: Words can interchange or be left out altogether without the meaning of the statement being altered.

- Contextual combinations: when the meanings of words change depending on the topic of discussion.

- Word formative combination: the use of mutually shifting parts of speech in questions and answers.

- Synonymous combinations: the use of synonyms, paronyms, homonyms, ellipsis, etc. in questions and answers.

- Tropic combinations: the use of figurative expressions, metaphors, hyperbole, metonymy, etc. in questions and answers.

The situation is complicated further by the fact that living language contains hundreds of different types of questions, sentence constructions and the emergence of new words. QAS gives the correct response in the overwhelming majority of cases, regardless of all these difficulties.

HOW IS OCAS QAS STRUCTURED?
OCAS QAS is a multi-component system based on the OCAS QAS Assistant software package.

The system includes:
- A working neural network module, which is an ensemble of bidirectional recurrent, LSTM and convolutional neural networks.
- The neural network retraining module is the second neural network ensemble, which is trained as instructed by the user.
- Module pre-processing subjects.
- A dataset formation module.
- A database.
- Server request processing.
- User interfaces.

For use in teaching neural networks in the 160-dimensional vector space, semantic distances between characters (char2vec), morphemes (morph2vec), words (word2vec), and phrases (phras2vec) are calculated.

If necessary, OCAS QAS can facially recognise its users. OCAS QAS operates on supercomputers with graphic cards with a capacity of 40 teraflops.

WHAT IS THE LEVEL OF ACCURACY OF OCAS QAS?
If neural network dataset contains the corresponding answer to the presented question, then OCAS QAS will answer correctly in 97.2% of cases. The total level of erroneous answers per person that can be directly attributed to the system, will not exceed 0.9% of the total number of responses.

The rare instances that fall outside of these percentiles will be referred to a human agent.
TERMS OF DELIVERY OCAS QAS
OCAS QAS is delivered as a computer program in accordance with a licensing agreement based on the terms of a simple (non-exclusive) license. At the same time, OCAS LLC conducts pre-sales system configuration in order to provide training for the neural network so it may meet the specific demands of the customer.
OCAS adapts existing customer data or generates data itself using the algorithms developed in OCAS.
After launching the system OCAS monitors the process of continued training of neural networks.
OCAS QAS can be installed on customer's computers or operated remotely by OCAS computers.