Customer self-service 24/7

Create exceptional customer support and save costs.

AIVA is Inovia’s data driven virtual assistant who enables an intelligent, human-like dialogue between customers and your brand.

With a rich set of features, including the ability to understand complex inquiries, ask clarifying questions and personalizes responses, she helps companies to deliver a superior customer self‑service experience. 

You can ask AIVA anything, here we ask her why the GPD is increasing.

Benefits

Availibility 24/7

It all comes down to availability.

Simplify and streamline your customer interactions with you. AIVA lets you be available when your customers need you.

Lowering costs

Reduces human work up to 90%.

Many customer support centers are drained with the very same questions, over and over. A Virtual Assistant resolves that.

Easy tracking

No more customer retention!

AIVA helps you nurture relationships or proactively engaging customers who show signs of churn by using sentiment analysis

Artificial and human intelligence at the same time

A Virtual Assistant that learns from you.

Background
Many companies and authorities have noticed a clear trend with increased number of incoming calls and e-mails. For a while now it has been two types of digital assistance; manned chat bots and rule based virtual assistants. Their services have significantly facilitated digital communication between customer and supplier.

Challenge
Unfortunately, these types of chatbots require continuous maintenance, constant need of staffing and further development of the chat content; which also means the considerable requirement of employment.

Inovia AI solution – We added algorithms
Inovia has developed a fully data driven Virtual Assistant – AIVA and with her; only one initial effort is needed to become to make her 100% independent.

Upon installation AIVA is provided with relevant knowledge in the form of fact sheets, information documents, installation guides, etc; AIVA acquires a basic knowledge which she later builds on.

She becomes more intelligent the more she’s being used and learns to interpret the key message of information. She will formulate her own replies based on her knowledge that is constantly being developed.

Solution Areas

Help people help themselves

AIVA is a smart designed virtual assistant who can reflect your company’s unique image and tone, resulting in a strengthened brand. She’s trained with different sets of skills depending on the environment she will support.
The more she’s being used, the smarter she gets.

AIVA Customer support

Improve customer experience, leverage data and be able to automatically analyze to better understand your customer.

AIVA Digital Clinic

Empower your patients and take the workload off doctors and nurses by letting AIVA do the time consuming administrative communication.

AIVA HR

A chatbot can help in the screening process for new hires and also making the onboarding and training a truly self service process.

AIVA Intelligent Digital Manuals

Support staff in complicated work tasks with intelligent support. Serve your customers with smart digital manuals, understanding what the customer is asking for.

Features

AIVAs cognitive abilities are just like a human brain.

AIVA not only identifies words but also interprets the underlying meaning of a conversation – with ability to read between the lines gives you the real information.

Sentiment Analysis

Sentiment analysis classifies an opinion or value. It describes if a conversation is positive, negative or neutral.

Word Cluster

Word cluster analysis identifies keyword density. That means analyzing significant words and expressions that occur during a conversation.

Automatic Subject Classification

Automatic subject classification gives you a list the relevant topics of the discussion.

Real-time Analysis

All ongoing calls are transcribed immediately and can be followed and analyzed  in real time.

Reflex Response

Reflex Response is a function that can connect to other third-party services such as Bank-ID, showing video, booking services, map features etc.

Intelligent Cognitive Summary

Intelligent cognitive summary gives you an intelligent short description of the conversation.

Information Retrieval

Retrieves and visualizes structural information with plain text.

The truly intelligent assistant

AIVA learns, understands and keeps up with everything your customers do.

Chatting with AIVA feels like a natural conversation.
AIVA’s ability to understand complex questions ensures that your customers receive the right answer, always and no matter where they are.

AIVA recognizes the intent of your customer’s inquiry with high accuracy, personalizes responses based on context, and troubleshoots using conversational strategies like answering social questions, reacting appropriately during customer frustration and escalating to a live chat agent, if needed. 

Adding external media.
By enabling third party multimedia content as part of your customer engagement, you can target your visitors with videos, offers and more – and give them a truly personalized online customer service experience.

The smart Sales Support assistant.
AIVA for Sales Support leverages our artificial intelligence technology by utilizing a combination of machine learning and Natural Language Understanding which enables AIVA to be trained with industry specific knowledge and your unique business data for a faster time to market with a more confident virtual assistant. Optimization during conversations with your customers and new information learned by observing the human colleague are automatically fed back into the system to make your virtual agent even smarter over time.

How you analyze

Easy design your own graphs, speedometers and pie charts.

Make it neat.
The  AIVA dashboard has a clean design that lets you create pretty much any type of business dashboard you need.

Make it relevant for your workflow.
Whether it might be an executive-, operational-, analytics-, marketing-, or finance dashboard. It’s very simple. Place the graphs, speedometers, pie charts where they support your analysis.

Easy to start

We designed the user interface so simple that anyone can train her – no previous skills needed.

 You can easily train AIVA through three different options:

Write instructions
Give AIVA instructions directly in writing. For example: next time someone type x answer y, z.

Import documents
Import documents in various formats Word, Pages, PDFs, etc.

An url address
Enter a link to a website, AIVA will then retrieve the information by herself – from the intranet, a webpage, Wikipedia etc.

AIVA’s Technology

Advanced technology that comes in pairs.

No 1 – collecting data to build her own knowledge
AIVA’s advanced technology consists of two parts. One is a number of proprietary unique technologies and AI algorithms that enable information retrieval from both structured data (such as databases and traditional data register) as well as unstructured data (different types of text-based documents) and provides answers to a user’s questions formulated in natural human writing.

Depending on how the range of text or facts found is formulated, dialogues can be created where users are guided step by step for a solution to their question.

No 2 – understanding the true meaning of the question
The second part of AIVA consists of an advanced language understanding, that interprets the user’s sentiments and intentions and picks users’ questions to other information retrieval techniques, and compiles the retrieved information into a user-friendly format. In addition, access to external communication services can be linked whereas information can be retrieved and sent as a response from users’ calls.

Bi-lingual
Our AI model supports Swedish and English, work is ongoing for launching additional languages.

User license

We have subscription plans for all sizes of business.

With an annual subscription which is billed monthly, continuous updates are always guaranteed, with the latest features securely in place ready to use.

Please let sales contact to customize an offer suitable to your needs >

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Environment

Choose the technology environment that suits your business.

Inovia SaaS Service
Our own Cloud Service enables fast start-up and full utilization of functionality. It doesn’t require any maintenance and includes all updates and improvements to language models.

Our state-of-the-art data center is located in Sweden.

Optional Cloud provider 
We deliver to a Cloud provider of your own choice.

On premises
Use your own servers and install inhouse (Docker, virtual servers).

How do you start?

How do you determine what solution is best for your business?

How to define a use case to know what your goals should be? We’ll help you sort out and set up a strategy.

Contact us >