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Value delivered by Lucy
DRYiCE Lucy is an AI powered cognitive assistant, automated to communicate in human voice or chat.
Mimicking human interaction, Lucy learns and adapts to your needs through smart conversations by leveraging enterprise grade Natural Language Processing (NLP) and Machine Learning (ML). Lucy interacts in the way your clients wish to consume the information they need, helping you accelerate time to value, reduce human error and increase productivity. It has been enabled for 600+ business and IT use cases, a subset of which is available OOB and comes along with a cognitive console for enabling powerful integrations.
In the time of global pandemic caused by COVID-19, enterprises are currently focusing on seamless transitioning of operations, with employees working remotely. Operations are now more digitally enabled than ever before. However, this has had a telling impact on the end-users who now have more questions than ever before. AI-driven automation is the answer and a faster time-to-value is the key to seamless operational maneuvering during this time of inordinate uncertainties.
With DRYiCE Lucy, enterprises can:
Handle the influx of user queries and concurrent users reducing service desk costs up to 30%
Eliminate re-skilling costs as DRYiCE Lucy is trained on a variety of business use cases across industry domains
Enable omni channel capabilities to bring down the cost of streamlining and standardizing various channels individually
Ensure high service availability and rule out the risk of declining CSAT index
Facilitate the ability to handle influx of varying concurrent issues, improving SLA adherence up to 30%, thus reducing the risk of SLA breaches and resulting incidents
Improve adherence to enterprise-grade security parameters to ensure secured conversations and mitigate data privacy risks and data breaches
Enable automated response to routine customer queries and focus on higher-value interactions and deliver 30% in first-call-resolution
Pro-actively communicate through ‘Push Notifications’ and ‘Announcements’ ensuring enhanced customer experience and improved CSAT by 90-95%
Key Benefits
Reduce costs
Handle the influx of user queries and concurrent users to reduce up to 30% of service desk costs
Mitigate risks
Reduce the risk of customer attrition due to poor customer experience, risk of overdependence on Subject Matter Expert (SME), and the risk of Service Level Agreement (SLA) breaches. Improve CSAT by upto 90% and SLA adherence upto 30% through a conversational experience
Drive efficiency
Automate routine customer questions and focus on higher-value interactions with First Call Resolution (FCR) improvement up to 30%
Rapid implementation
Rapid implementation in customer environment powered by Out-of-the-Box (OTB) integration adapters and content packs
Key Features
Context switching
Multi-level context switching for seamless conversational experience
On-demand scalability
SaaS availability for providers to create multiple customer instances
Omnichannel
Omnichannel capability through various OTB communication channel adapters
OTB integrations
OTB third party integration adapters with ITSM/ERP/RPA and CRM providers
Multilingual
Multilingual abilities to converse with users in their native language
Enterprise-grade security
Industry standard security mechanism and protocols available
Flexible billing
OTB billing templates with customization capabilities
OTB content packs
OTB multi-domain conversation packs
Product consoles
GUI-driven consoles for product maintenance, administration, and training
Resources
Case Study
DRYiCE Lucy enhanced user experience and created an efficient information retrieval engine for a Finnish industrial machinery company
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