Indian customer support platform invests $2.5m in NLP super bots

Verloop, an India-based customer support automation platform, announced that it has invested US$2.5 million into developing super bots that can understand natural or ordinary human languages.

The Verloop team / Photo credit: Verloop

Powered by AI, the NLP (natural language processing) super bots are capable of supporting 92% of all the customer queries without human intervention, the company said. Currently, the super bots can cover over 60% of customer queries without the need of a human call center executive, the firm added.

Founded in 2015, Verloop.io helps businesses with business support for customers across channels. The company said its services are used by over 5,000 brands including Decathlon, Cleartrip, and Adani Capital, among others.

“An important component in building AI-powered chatbots is understanding context. Sequential chat conversations, slot filling, and entity recognition aid in making our bots understand and respond with the correct context,” said Verloop.io CEO Gaurav Singh.

In addition to providing customer support services, these super bots can also lend customer data by providing customer insights and a dashboard. The company expects about 80% of businesses to use chatbot support to cater to their customers.

“There are several chatbots which exist in the market today, and many of them are rule-based. Rule-based flows constrain the user to a structured dialog based on choice selection and keyword matching. However, AI-based chatbots can understand different user utterances, even if they don’t match specific keywords or pre-defined sentences,” added Singh.