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  • AI-Powered Healthcare Compliance, Vernacular Voice Bots for India’s Telemedicine Revolution

     India’s Healthcare Language Puzzle

    India’s healthcare system faces a fundamental communication crisis. With a doctor-to-patient ratio of 1:1,511 (WHO), medical professionals are already stretched thin. But an even more pressing challenge exists: approximately 75% of patients cannot accurately describe their symptoms in English (National Health Authority Survey 2023).

    This language barrier creates cascading problems throughout the healthcare ecosystem:

    • Misdiagnosis due to communication errors
    • Medication non-compliance from misunderstood instructions
    • Regulatory penalties from incomplete documentation
    • Reduced access to insurance claims for non-English speakers

    The financial impact is significant: an estimated ₹7,500 crore in annual compliance penalties (Insurance Regulatory and Development Authority of India, 2022) and billions more in inefficient healthcare delivery.

    The Telemedicine Transformation

    The COVID-19 pandemic accelerated India’s telemedicine adoption, with virtual consultations growing by 300% between 2020-2022 (Telemedicine Society of India). However, this digital shift initially widened the linguistic divide, as most platforms primarily supported English and a limited number of regional languages.

    Today’s conversational AI solutions are changing this paradigm by enabling:

    • Medical consultations in 30+ Indian languages and dialects
    • Automated documentation across multiple languages
    • Compliance verification in real-time
    • Personalized health monitoring through vernacular interfaces

    The Three Pillars of Vernacular Healthcare AI

    1. Symptom Assessment and Triage in Local Languages: Traditional healthcare interfaces require patients to translate their symptoms into medical terminology—an impossible task for many Indians. Advanced AI systems now bridge this gap through sophisticated language understanding:

    Symptom Mapping and Translation: Modern algorithms can interpret colloquial health descriptions across multiple Indian languages:

    “पेट में जलन” (burning sensation in stomach) → potential acid reflux

    “छाती में दर्द” (chest pain) with regional variations in pronunciation

    “सिर घूम रहा है” (head is spinning) → possible vertigo or blood pressure issues

    These systems maintain medical accuracy while accommodating regional health vocabularies. The technology goes beyond simple translation, understanding that the same symptom may be described differently across regions:

    Tamil: “தலை சுற்றுகிறது” (literally “head is turning”)

    Bengali: “মাথা ঘোরা” (head spinning)

    Punjabi: “ਸਿਰ ਚਕਰਾ ਰਿਹਾ ਹੈ” (head circling)

    Real-time processing allows these systems to ask appropriate follow-up questions in the patient’s language, creating a natural diagnostic conversation rather than a mechanical Q&A session.

    Medication Recognition: Another critical capability is the recognition of medicine names as commonly used by patients:

      • Brand names vs. generic names
      • Regional variations in pronunciation
      • Local alternatives and traditional remedies

      By understanding these nuances, AI systems significantly reduce prescription errors and improve medication adherence.

      2. Regulatory Compliance Through Multilingual Processing

      India’s healthcare sector operates under complex regulatory frameworks including:

      • The Telemedicine Practice Guidelines (2020)
      • Digital Information Security in Healthcare Act (DISHA)
      • Insurance Regulatory and Development Authority of India (IRDAI) requirements

      State-specific healthcare regulations: Conversational AI systems now automate compliance across these frameworks through:

      Multilingual Consent Management: Patient consent is a cornerstone of healthcare compliance.

      Senior woman in hospital bed, recovering. She is using smart phone to stay in touch with family.

      AI systems now:

      • Explain medical procedures in the patient’s preferred language
      • Record verbal consent with timestamps and verification
      • Generate compliant documentation from vernacular conversations
      • Provide language-appropriate summaries of rights and responsibilities

      Protected Health Information (PHI) Security: Protecting patient data across multiple languages requires specialized approaches:

      • Automated identification and masking of sensitive information in transcripts
      • Language-specific PII detection algorithms
      • Secure storage and transmission of multilingual health records

      Insurance Documentation: Processing insurance claims often creates bottlenecks for non-English speakers.

      Advanced systems now:

      • Auto-generate claims documentation from vernacular consultations
      • Validate coverage requirements in real-time
      • Translate medical terminology into insurance-compatible formats

      The impact of these capabilities is profound: healthcare providers report 60% faster insurance approvals for vernacular users, and significant reductions in compliance-related penalties.

      3. Patient Engagement in Local Languages

      Perhaps the most visible impact of vernacular AI is in ongoing patient engagement:

      Appointment Management:

      Simple but effective voice reminders in local languages have shown remarkable results:

      • Reduction in no-show rates across multiple states
      • Improved preparation for diagnostic procedures
      • Higher adherence to follow-up schedules

      Medication Adherence:

      Personalized voice reminders using culturally appropriate phrases significantly improve medication compliance:

      • Daily reminders calibrated to patient routines
      • Explanations of medication purposes in simple local language
      • Side effect monitoring through natural conversation

      Preventive Healthcare Communication:

      Public health initiatives benefit tremendously from localized voice campaigns:

      • Vaccination reminders in regional dialects
      • Seasonal health advisories using local weather and cultural references
      • Maternal and child health guidance in appropriate language registers

      4.Technical Foundations: Making Sub-Second Vernacular AI Possible:

      Delivering high-quality healthcare interactions in multiple Indian languages requires several technical innovations:

      1. Low-Latency Processing Architecture

      Healthcare conversations cannot tolerate significant delays. Modern systems achieve sub-1 second response times through:

      • Distributed processing nodes across geographic regions
      • Edge computing for latency-sensitive interactions
      • Optimized neural network models for Indian languages
      • Adaptive quality scaling based on connectivity

      2. Accent and Dialect Recognition

      India’s linguistic diversity extends beyond vocabulary to pronunciation patterns. Advanced systems now employ:

      • Fine-tuned acoustic models for regional speech patterns
      • Transfer learning across related language families
      • Continuous adaptation to individual speech characteristics
      • Context-aware disambiguation of similar-sounding terms

      3. Medical Domain Expertise

      Healthcare communication requires specialized language understanding:

      • Domain-specific training on Indian medical terminology
      • Recognition of symptom descriptions across cultural contexts
      • Understanding of traditional medicine concepts and terminology
      • Integration with standard medical classification system

      Implementation Roadmap for Healthcare Providers

      For healthcare organizations looking to implement vernacular AI solutions, a phased approach typically works best:

      Phase 1: Patient-Facing Communication

      Implement appointment scheduling and reminders in local languages

      Deploy basic symptom assessment in 3-5 predominant regional languages

      Establish multilingual consent recording processes

      Phase 2: Clinical Documentation

      Integrate AI transcription with electronic health records

      Implement automated coding and classification from vernacular consultations

      Deploy language-appropriate discharge and aftercare instructions

      Phase 3: Advanced Clinical and Compliance Functions

      Implement real-time language translation during consultations

      Deploy predictive analytics for patient follow-up

      Integrate with insurance and regulatory reporting systems

      The Democratizing Effect of Vernacular Healthcare AI

      The implementation of advanced conversational AI in healthcare represents a significant step toward democratizing quality healthcare across India. By removing language barriers, these systems enable:

      • Rural and semi-urban patients to access specialist care
      • Elderly patients to navigate complex healthcare systems
      • Less-educated patients to fully understand their treatment options
      • Migrant populations to receive healthcare in unfamiliar regions

      Conclusion: The Voice-First Healthcare Future

      As India continues its digital health transformation, vernacular voice technology will play an increasingly central role. The combination of sub-second latency, sophisticated accent recognition, and domain-specific understanding creates healthcare experiences that are not merely translated—but truly localized.

      For healthcare providers, insurers, and technology companies, investing in vernacular AI capabilities offers both immediate operational benefits and long-term competitive advantages in a market where the ability to effectively communicate with all Indians—not just English speakers—will determine success.

      In a nation as linguistically diverse as India, the path to universal healthcare access inevitably runs through vernacular voice technology.

       India’s Healthcare Language Puzzle

      India’s healthcare system faces a fundamental communication crisis. With a doctor-to-patient ratio of 1:1,511 (WHO), medical professionals are already stretched thin. But an even more pressing challenge exists: approximately 75% of patients cannot accurately describe their symptoms in English (National Health Authority Survey 2023).

      This language barrier creates cascading problems throughout the healthcare ecosystem:

      • Misdiagnosis due to communication errors
      • Medication non-compliance from misunderstood instructions
      • Regulatory penalties from incomplete documentation
      • Reduced access to insurance claims for non-English speakers

      The financial impact is significant: an estimated ₹7,500 crore in annual compliance penalties (Insurance Regulatory and Development Authority of India, 2022) and billions more in inefficient healthcare delivery.

      The Telemedicine Transformation

      The COVID-19 pandemic accelerated India’s telemedicine adoption, with virtual consultations growing by 300% between 2020-2022 (Telemedicine Society of India). However, this digital shift initially widened the linguistic divide, as most platforms primarily supported English and a limited number of regional languages.

      Today’s conversational AI solutions are changing this paradigm by enabling:

      • Medical consultations in 30+ Indian languages and dialects
      • Automated documentation across multiple languages
      • Compliance verification in real-time
      • Personalized health monitoring through vernacular interfaces

      The Three Pillars of Vernacular Healthcare AI

      1. Symptom Assessment and Triage in Local Languages: Traditional healthcare interfaces require patients to translate their symptoms into medical terminology—an impossible task for many Indians. Advanced AI systems now bridge this gap through sophisticated language understanding:

      Symptom Mapping and Translation: Modern algorithms can interpret colloquial health descriptions across multiple Indian languages:

      “पेट में जलन” (burning sensation in stomach) → potential acid reflux

      “छाती में दर्द” (chest pain) with regional variations in pronunciation

      “सिर घूम रहा है” (head is spinning) → possible vertigo or blood pressure issues

      These systems maintain medical accuracy while accommodating regional health vocabularies. The technology goes beyond simple translation, understanding that the same symptom may be described differently across regions:

      Tamil: “தலை சுற்றுகிறது” (literally “head is turning”)

      Bengali: “মাথা ঘোরা” (head spinning)

      Punjabi: “ਸਿਰ ਚਕਰਾ ਰਿਹਾ ਹੈ” (head circling)

      Real-time processing allows these systems to ask appropriate follow-up questions in the patient’s language, creating a natural diagnostic conversation rather than a mechanical Q&A session.

      Medication Recognition: Another critical capability is the recognition of medicine names as commonly used by patients:

        • Brand names vs. generic names
        • Regional variations in pronunciation
        • Local alternatives and traditional remedies

        By understanding these nuances, AI systems significantly reduce prescription errors and improve medication adherence.

        2. Regulatory Compliance Through Multilingual Processing

        India’s healthcare sector operates under complex regulatory frameworks including:

        • The Telemedicine Practice Guidelines (2020)
        • Digital Information Security in Healthcare Act (DISHA)
        • Insurance Regulatory and Development Authority of India (IRDAI) requirements

        State-specific healthcare regulations: Conversational AI systems now automate compliance across these frameworks through:

        Multilingual Consent Management: Patient consent is a cornerstone of healthcare compliance.

        Senior woman in hospital bed, recovering. She is using smart phone to stay in touch with family.

        AI systems now:

        • Explain medical procedures in the patient’s preferred language
        • Record verbal consent with timestamps and verification
        • Generate compliant documentation from vernacular conversations
        • Provide language-appropriate summaries of rights and responsibilities

        Protected Health Information (PHI) Security: Protecting patient data across multiple languages requires specialized approaches:

        • Automated identification and masking of sensitive information in transcripts
        • Language-specific PII detection algorithms
        • Secure storage and transmission of multilingual health records

        Insurance Documentation: Processing insurance claims often creates bottlenecks for non-English speakers.

        Advanced systems now:

        • Auto-generate claims documentation from vernacular consultations
        • Validate coverage requirements in real-time
        • Translate medical terminology into insurance-compatible formats

        The impact of these capabilities is profound: healthcare providers report 60% faster insurance approvals for vernacular users, and significant reductions in compliance-related penalties.

        3. Patient Engagement in Local Languages

        Perhaps the most visible impact of vernacular AI is in ongoing patient engagement:

        Appointment Management:

        Simple but effective voice reminders in local languages have shown remarkable results:

        • Reduction in no-show rates across multiple states
        • Improved preparation for diagnostic procedures
        • Higher adherence to follow-up schedules

        Medication Adherence:

        Personalized voice reminders using culturally appropriate phrases significantly improve medication compliance:

        • Daily reminders calibrated to patient routines
        • Explanations of medication purposes in simple local language
        • Side effect monitoring through natural conversation

        Preventive Healthcare Communication:

        Public health initiatives benefit tremendously from localized voice campaigns:

        • Vaccination reminders in regional dialects
        • Seasonal health advisories using local weather and cultural references
        • Maternal and child health guidance in appropriate language registers

        4.Technical Foundations: Making Sub-Second Vernacular AI Possible:

        Delivering high-quality healthcare interactions in multiple Indian languages requires several technical innovations:

        1. Low-Latency Processing Architecture

        Healthcare conversations cannot tolerate significant delays. Modern systems achieve sub-1 second response times through:

        • Distributed processing nodes across geographic regions
        • Edge computing for latency-sensitive interactions
        • Optimized neural network models for Indian languages
        • Adaptive quality scaling based on connectivity

        2. Accent and Dialect Recognition

        India’s linguistic diversity extends beyond vocabulary to pronunciation patterns. Advanced systems now employ:

        • Fine-tuned acoustic models for regional speech patterns
        • Transfer learning across related language families
        • Continuous adaptation to individual speech characteristics
        • Context-aware disambiguation of similar-sounding terms

        3. Medical Domain Expertise

        Healthcare communication requires specialized language understanding:

        • Domain-specific training on Indian medical terminology
        • Recognition of symptom descriptions across cultural contexts
        • Understanding of traditional medicine concepts and terminology
        • Integration with standard medical classification system

        Implementation Roadmap for Healthcare Providers

        For healthcare organizations looking to implement vernacular AI solutions, a phased approach typically works best:

        Phase 1: Patient-Facing Communication

        Implement appointment scheduling and reminders in local languages

        Deploy basic symptom assessment in 3-5 predominant regional languages

        Establish multilingual consent recording processes

        Phase 2: Clinical Documentation

        Integrate AI transcription with electronic health records

        Implement automated coding and classification from vernacular consultations

        Deploy language-appropriate discharge and aftercare instructions

        Phase 3: Advanced Clinical and Compliance Functions

        Implement real-time language translation during consultations

        Deploy predictive analytics for patient follow-up

        Integrate with insurance and regulatory reporting systems

        The Democratizing Effect of Vernacular Healthcare AI

        The implementation of advanced conversational AI in healthcare represents a significant step toward democratizing quality healthcare across India. By removing language barriers, these systems enable:

        • Rural and semi-urban patients to access specialist care
        • Elderly patients to navigate complex healthcare systems
        • Less-educated patients to fully understand their treatment options
        • Migrant populations to receive healthcare in unfamiliar regions

        Conclusion: The Voice-First Healthcare Future

        As India continues its digital health transformation, vernacular voice technology will play an increasingly central role. The combination of sub-second latency, sophisticated accent recognition, and domain-specific understanding creates healthcare experiences that are not merely translated—but truly localized.

        For healthcare providers, insurers, and technology companies, investing in vernacular AI capabilities offers both immediate operational benefits and long-term competitive advantages in a market where the ability to effectively communicate with all Indians—not just English speakers—will determine success.

        In a nation as linguistically diverse as India, the path to universal healthcare access inevitably runs through vernacular voice technology.

      1. How AI is Revolutionizing Lead Qualification and Sales in BFSI

        The BFSI sector faces constant challenges in lead conversion, customer acquisition costs, and sales cycle efficiency. AI-powered autonomous agents are transforming these processes by automating lead qualification, reducing leakage, and enhancing customer engagement.

        From multilingual voice bots assisting credit card applicants to AI-driven outreach improving cross-sales in insurance, the impact is clear—higher conversions, lower costs, and improved customer experience. This shift is not just about efficiency; it’s about redefining how financial institutions interact with customers in a digital-first world.

        Ori BFSI Case Studies.pptxDownload

        The BFSI sector faces constant challenges in lead conversion, customer acquisition costs, and sales cycle efficiency. AI-powered autonomous agents are transforming these processes by automating lead qualification, reducing leakage, and enhancing customer engagement.

        From multilingual voice bots assisting credit card applicants to AI-driven outreach improving cross-sales in insurance, the impact is clear—higher conversions, lower costs, and improved customer experience. This shift is not just about efficiency; it’s about redefining how financial institutions interact with customers in a digital-first world.

        Ori BFSI Case Studies.pptxDownload

      2. Revenue Acceleration Platform: Transforming Sales with AI-Powered Engagement

        Driving Higher Conversions and Sales Efficiency Across Industries

        Boost conversions and drive sales with ORI’s AI-driven engagement platform. By enhancing lead qualification by 88%, reducing acquisition costs by 25%, and increasing customer engagement by 210%, businesses see a 34% lift in sales. With smart, personalized interactions, accelerate revenue growth and stay ahead of the competition.

        ACE+ Case Studies_ORI_2023_compressed_compressed_compressedDownload

        Driving Higher Conversions and Sales Efficiency Across Industries

        Boost conversions and drive sales with ORI’s AI-driven engagement platform. By enhancing lead qualification by 88%, reducing acquisition costs by 25%, and increasing customer engagement by 210%, businesses see a 34% lift in sales. With smart, personalized interactions, accelerate revenue growth and stay ahead of the competition.

        ACE+ Case Studies_ORI_2023_compressed_compressed_compressedDownload
      3. AI-Powered Sales Transformation: Enhancing Conversions & Customer Insights at Metropolis Healthcare

        AI-Powered Sales Transformation: Enhancing Conversions & Customer Insights at Metropolis Healthcare

        Metropolis Healthcare, a leader in diagnostics, faced challenges in optimizing its sales calls and improving conversion rates. ORI’s Generative AI-based Speech Analytics provided real-time insights into agent performance, customer sentiment, and competitor intelligence. By leveraging AI-driven call analysis and an intuitive dashboard, Metropolis achieved:

        ✅ 89.58% Call Disposition Accuracy
        ✅ 92.11% Customer Mention Accuracy
        ✅ 97.37% Sentiment & Denial Level Accuracy
        ✅ 94.74% Customer Intent Identification

        This AI-powered transformation enabled Metropolis to enhance sales effectiveness, streamline training, and drive superior customer engagement.

        Metropolis Case Study (1)Download

        Metropolis Healthcare, a leader in diagnostics, faced challenges in optimizing its sales calls and improving conversion rates. ORI’s Generative AI-based Speech Analytics provided real-time insights into agent performance, customer sentiment, and competitor intelligence. By leveraging AI-driven call analysis and an intuitive dashboard, Metropolis achieved:

        ✅ 89.58% Call Disposition Accuracy
        ✅ 92.11% Customer Mention Accuracy
        ✅ 97.37% Sentiment & Denial Level Accuracy
        ✅ 94.74% Customer Intent Identification

        This AI-powered transformation enabled Metropolis to enhance sales effectiveness, streamline training, and drive superior customer engagement.

        Metropolis Case Study (1)Download
      4. Revolutionizing Student Enrollment: How ORI’s AI Chatbot Tripled Education First’s Lead Conversion

        Revolutionizing Student Enrollment: How ORI’s AI Chatbot Tripled Education First’s Lead Conversion

        Education First (EF), a global leader in language and cultural education, faced challenges managing high volumes of multilingual student inquiries, leading to missed opportunities and inefficient resource allocation. By partnering with ORI to deploy an AI-powered chatbot, EF automated lead qualification using the “3 D” criteria (Destination, Duration, Date) across 30+ languages, prioritizing French and Italian.

        The results were transformative: a 3X increase in lead conversion, 96% positive customer sentiment, and 25% of traffic converted into qualified leads. This solution streamlined EF’s enrollment process, empowered agents to focus on high-value prospects, and significantly boosted ROI.

        EF Case Study.docxDownload

        Education First (EF), a global leader in language and cultural education, faced challenges managing high volumes of multilingual student inquiries, leading to missed opportunities and inefficient resource allocation. By partnering with ORI to deploy an AI-powered chatbot, EF automated lead qualification using the “3 D” criteria (Destination, Duration, Date) across 30+ languages, prioritizing French and Italian.

        The results were transformative: a 3X increase in lead conversion, 96% positive customer sentiment, and 25% of traffic converted into qualified leads. This solution streamlined EF’s enrollment process, empowered agents to focus on high-value prospects, and significantly boosted ROI.

        EF Case Study.docxDownload
      5. Boosting Customer Retention: How ORI’s AI Voice bot Enhanced Vi’s Customer Engagement by 8%

        Boosting Customer Retention: How ORI’s AI Voice bot Enhanced Vi’s Customer Engagement by 8%

        In the competitive telecom industry, customer retention is critical. ORI implemented a Gen AI-powered voice bot for Vodafone Idea (Vi), revolutionizing how they engage with customers considering mobile number portability (MNP). By deploying real-time, AI-driven, personalized interactions, ORI’s solution increased Vi’s customer retention by 1.75X and improved lifetime value.

        This case study explores how ORI’s innovative approach addressed key telecom challenges, reduced costs, and ensured effective customer engagement at scale.

        Vodafone Idea Case Study.docx (1)Download

        In the competitive telecom industry, customer retention is critical. ORI implemented a Gen AI-powered voice bot for Vodafone Idea (Vi), revolutionizing how they engage with customers considering mobile number portability (MNP). By deploying real-time, AI-driven, personalized interactions, ORI’s solution increased Vi’s customer retention by 1.75X and improved lifetime value.

        This case study explores how ORI’s innovative approach addressed key telecom challenges, reduced costs, and ensured effective customer engagement at scale.

        Vodafone Idea Case Study.docx (1)Download

      6. AI Collections Agent Revolutionizing Debt Recovery

        This case study highlights how a leading financial institution modernized its collections strategy with AI, enhancing customer engagement, boosting recovery rates, and reducing operational costs.

        Case Study Collections AI Agents Banking Ori_compressedDownload

        This case study highlights how a leading financial institution modernized its collections strategy with AI, enhancing customer engagement, boosting recovery rates, and reducing operational costs.

        Case Study Collections AI Agents Banking Ori_compressedDownload

      7. ORI’s Gen AI-based Speech Analytics

        This case study explores how a financial services provider leveraged ORI’s AI to analyze agent-customer conversations, unlocking deeper insights to enhance collections forecasting and strategic planning.

        Ori Tata Capital Case StudyDownload

        This case study explores how a financial services provider leveraged ORI’s AI to analyze agent-customer conversations, unlocking deeper insights to enhance collections forecasting and strategic planning.

        Ori Tata Capital Case StudyDownload

      8. Soft Data & Conversational Insights to Build Smarter Re-Engagement With Your Customers

        Customer service has to be customer-centric. This proves the need for organizations to drive maximum focus on customers if they want to succeed in the longer run. If you want to retain your customers, a one-time engagement is not enough. Hence there arrives a need for re-engagement. And what can be a better tool than conversational AI to do so? Before we dive deep into the same let’s understand the concept of soft data.

        What is Soft Data?

        Soft data is a type of data that is typically difficult to quantify or measure in a unit. It is mainly subjective and hence leaves the scope for interpretation. As part of the strategic planning process, soft data is mainly used in competitive analysis, trend research, and market description.

        Soft data plays a key role in strategic planning by providing subjective opinions about the business environment and predicting likely future developments, contributing to strategic early education, and promoting creativity in the strategy development phase.

        What is Conversational AI?

        Conversational Artificial intelligence is an integration of chatbots and other virtual agents. Consumers can interact with this type of AI and it’s as good as interacting with a human being. It is not just another chatbot it is a wider concept that involves active conversation and interpretation.

        An image showing the different demographics of a customer/user profile/persona.

        What is a Unified Customer Profile View?

        To be precise it is a comprehensive view of customer data. It automatically stores basic customer details such as location, payment history, contact number, and several profile details along with chat history, past purchases. In a way everything about customers since they first started interacting with your business.

        Convert auto stores this soft data for future use. It is all about getting soft data and understanding the buying pattern and tendencies of customers. It helps you pull the pieces of the jigsaw puzzle you were aiming to complete. A smart way of doing business, isn’t it?

        How can Conversational AI Help in Building Unified Customer Profiles & Re-Engaging with Existing Customers & Why is it Important?

        Conversational AI helps you with the basic details of customers and makes it convenient for you to build a profile on that basis. Facilitating meaningful interactions. In the nick of time, the data keeps building up which ensures brilliant re-engagement as you already have the data related to customer needs. This further adds up to the overall customer experience.

        A comprehensive customer profile equips businesses to create more engaging customer experiences, run relevant and targeted outreach campaigns and improve customer satisfaction. The five biggest benefits your businesses can see are:

        • Rapid response delivery
        • Customized experience
        • Enhancing cross-department communication
        • Relevant outreach campaigns.

        We have elaborated on these factors for you.

        1. Rapid Response Delivery:

        When you have the customer data handy it becomes easier to provide a spontaneous and quick response. The quicker you are the better the deal strikes. When it comes to re-engagement the insights can be a good way to connect with the customer. A comprehensive set of insights ultimately boosts sales.

        2. Customized Experience:

        Who doesn’t like things personalized? Salesforce Research showed that 63% of consumers expect B2C businesses to know their needs and expectations. For B2B, this number is 76%. According to another report (Accenture), 91% of customers are more likely to shop with brands that offer them relevant recommendations.

        The soft data and insights provided by convert make it easier to provide customers with a customized experience. When the customers get personal recommendations they are more likely to stick to your brand.

        3. Enhancing Cross-Department Communication:

        Communication is the key they say, but when it is done manually there is a risk of some details getting lost due to human error, but when you have the insights with you the communication cycle operates smoothly. A unified customer profile aligns sales, marketing, and support teams, across channels. When you are well informed there is less chance of error and more possibility of growth. The insights can be useful in cross-selling and upselling.

        4. Relevant Outreach Campaigns:

        An outreach campaign is a method of identifying the influencers of your target market, contacting them, and encouraging them to promote your brand, services, or product. With the insights and soft data offered by conversational AI, you can fetch a particular targeted group and offer them a personalized experience outreach campaigns are equally effective for new and existing customers.

        With responses to varied questions by customers, your company can retain them with ease as you are already aware of their purchasing behavior. A strategic outreach campaign is crucial to attract customers and retain the existing ones.

        Concluding Thoughts:

        Everybody is cleverly doing the business but you can be unique and do your business more smartly, here conversational AI can be a guiding light. It not only ensures 24/7 engagement with customers but also collects the data that will further improve your sales.

        We cannot underestimate the power of soft data and insights provided by convert as it opens the doors for reengagement. With tools like these by your hand, you can rise and shine in today’s competitive market. It will surely enhance the experience of your customers, facilitating B2C efficiently. Schedule a personalized demo with our experts, to know more.

        Customer service has to be customer-centric. This proves the need for organizations to drive maximum focus on customers if they want to succeed in the longer run. If you want to retain your customers, a one-time engagement is not enough. Hence there arrives a need for re-engagement. And what can be a better tool than conversational AI to do so? Before we dive deep into the same let’s understand the concept of soft data.

        What is Soft Data?

        Soft data is a type of data that is typically difficult to quantify or measure in a unit. It is mainly subjective and hence leaves the scope for interpretation. As part of the strategic planning process, soft data is mainly used in competitive analysis, trend research, and market description.

        Soft data plays a key role in strategic planning by providing subjective opinions about the business environment and predicting likely future developments, contributing to strategic early education, and promoting creativity in the strategy development phase.

        What is Conversational AI?

        Conversational Artificial intelligence is an integration of chatbots and other virtual agents. Consumers can interact with this type of AI and it’s as good as interacting with a human being. It is not just another chatbot it is a wider concept that involves active conversation and interpretation.

        An image showing the different demographics of a customer/user profile/persona.

        What is a Unified Customer Profile View?

        To be precise it is a comprehensive view of customer data. It automatically stores basic customer details such as location, payment history, contact number, and several profile details along with chat history, past purchases. In a way everything about customers since they first started interacting with your business.

        Convert auto stores this soft data for future use. It is all about getting soft data and understanding the buying pattern and tendencies of customers. It helps you pull the pieces of the jigsaw puzzle you were aiming to complete. A smart way of doing business, isn’t it?

        How can Conversational AI Help in Building Unified Customer Profiles & Re-Engaging with Existing Customers & Why is it Important?

        Conversational AI helps you with the basic details of customers and makes it convenient for you to build a profile on that basis. Facilitating meaningful interactions. In the nick of time, the data keeps building up which ensures brilliant re-engagement as you already have the data related to customer needs. This further adds up to the overall customer experience.

        A comprehensive customer profile equips businesses to create more engaging customer experiences, run relevant and targeted outreach campaigns and improve customer satisfaction. The five biggest benefits your businesses can see are:

        • Rapid response delivery
        • Customized experience
        • Enhancing cross-department communication
        • Relevant outreach campaigns.

        We have elaborated on these factors for you.

        1. Rapid Response Delivery:

        When you have the customer data handy it becomes easier to provide a spontaneous and quick response. The quicker you are the better the deal strikes. When it comes to re-engagement the insights can be a good way to connect with the customer. A comprehensive set of insights ultimately boosts sales.

        2. Customized Experience:

        Who doesn’t like things personalized? Salesforce Research showed that 63% of consumers expect B2C businesses to know their needs and expectations. For B2B, this number is 76%. According to another report (Accenture), 91% of customers are more likely to shop with brands that offer them relevant recommendations.

        The soft data and insights provided by convert make it easier to provide customers with a customized experience. When the customers get personal recommendations they are more likely to stick to your brand.

        3. Enhancing Cross-Department Communication:

        Communication is the key they say, but when it is done manually there is a risk of some details getting lost due to human error, but when you have the insights with you the communication cycle operates smoothly. A unified customer profile aligns sales, marketing, and support teams, across channels. When you are well informed there is less chance of error and more possibility of growth. The insights can be useful in cross-selling and upselling.

        4. Relevant Outreach Campaigns:

        An outreach campaign is a method of identifying the influencers of your target market, contacting them, and encouraging them to promote your brand, services, or product. With the insights and soft data offered by conversational AI, you can fetch a particular targeted group and offer them a personalized experience outreach campaigns are equally effective for new and existing customers.

        With responses to varied questions by customers, your company can retain them with ease as you are already aware of their purchasing behavior. A strategic outreach campaign is crucial to attract customers and retain the existing ones.

        Concluding Thoughts:

        Everybody is cleverly doing the business but you can be unique and do your business more smartly, here conversational AI can be a guiding light. It not only ensures 24/7 engagement with customers but also collects the data that will further improve your sales.

        We cannot underestimate the power of soft data and insights provided by convert as it opens the doors for reengagement. With tools like these by your hand, you can rise and shine in today’s competitive market. It will surely enhance the experience of your customers, facilitating B2C efficiently. Schedule a personalized demo with our experts, to know more.

      9. Top 14 Use Cases for Your E-Commerce Chatbot

        Chatbots are not new to the world of E-Commerce. What’s new is the integration of eCommerce chatbots into messaging apps like WhatsApp, Facebook messenger, and WeChat.

        E-commerce chatbots are a great way for online shops to generate leads. They engage passive visitors on a retailer’s website, app, or other digital touch-points with intelligent suggestions and convert them into engaged prospects.

        When shopping online, the majority of people look for discounts and bargains. An E-Commerce chatbot can immediately inform a potential consumer to any discounts or special deals, and either provide them with discount codes or send them to the appropriate sections of the portal. Companies are investing left and right to get their own chatbots, and why not?

        These top three messaging apps alone account for a total of over four billion active users per month. Yes, that’s a billion with a capital B!

        With the increase in eCommerce competition, understanding a customer’s needs and preferences has become more important than ever to dominate the market.

        And this is where conversational AI platforms such as Convert by ORI come into play. With access to data collections, shopping patterns, and technologies like deep machine learning, chatbots are probably the best bet in customer acquisition and retention by predicting exactly what customers are looking for.


        But that’s not all. These chatbots have untapped potentials that can be explored in eCommerce. Here are some eCommerce chatbot use cases:

        1. Customer Acquisition:

        Instead of going through different pages of a website to know about a particular product, sellers can now simply redirect customers to a WhatsApp chatbot to simplify the process.

        Chatbots provide not only fluid, unrivaled experience, and easy access to information but also make one feel as if they are talking to a friend about a product, thanks to personalization.

        The E-Commerce chatbot may engage prospects in chats, assess their needs, and direct them to the products they want or provide customized product recommendations using Natural Language Understanding (NLU). This aids the e-commerce platform’s consumer acquisition efforts even more.

        2. Accelerate Sales:

        Everyone likes discount coupons but going through the awkward email verification and then, going back and forth between the website and the email is just too frustrating. On the other hand, chatbots are pretty swift and sleek.

        Sellers can simply offer discount coupons inside the eCommerce bot whenever a customer joins the conversation through a landing page or an ad and have a few casual interactions.

        3.Improved Personalization For User Interaction:

        When a user joins a conversation with a chatbot, it often has data like name, contact number, county, city of residence, etc.
        Based on those variables, different conversation flows can be personalized.

        For instance, if a customer has recently been talking about his interests and the places he previously visited, our chatbot can recommend places based on the previous data.

        Personalization is an enormous factor when it comes to modern bot automation, but if your chatbot talks like a robot, you should consider using Oriserve’s chatbots that comes with tons of personalizations.

        4. Get Multilingual Support:

        There are 185 countries in the world and the best way to engage with each customer in each country is to connect in his/her native language. It is not just tactical but also emotional, as humans always prefer someone familiar.

        With the wide-reaching capability of Messenger Apps and the deep impacts of chatbots, offering multilingual support further strengthens the brand’s impression in customers’ minds.

        5. Enhanced Product Suggestions:

        For product suggestions, one-on-one conversations work like a charm, thanks to the personal touch that chatbots add.

        Although it is still underrated, Facebook and WhatsApp chatbots are great at selling and cross-selling products by providing both adequate product information and personalization to users at the same time.

        6. Conduct Customer Surveys:

        Unlike other trends, quizzes are considered to be one of the activities that never fade away and hence, serves as an important tool to collect important data about customers.

        Sellers can conduct multiple quizzes inside a chatbot in a month to collect data of what a user likes and based on that, it can not only offer better personalizations but also re-target potential customers accordingly.

        7.Automate Customer Support For Queries:

        When it comes to queries, customers expect to be served within the first five minutes after checking a product.

        On one hand, FAQs may not have enough information and on the other hand, talking to an actual person over a call is often time and energy-consuming.

        Chatbots act as a perfect bridge between these two. It not only acts swiftly but also provides adequate answers to queries related to products/services. One more advantage of chatbots is that users can continue from where the conversation was left anytime and anywhere.

        8. Get Efficient Search Results:

        Yes, search alone accounts for more than half of the eCommerce sales. Doing a search on eCommerce sites takes some efforts, and if someone has a slow internet connection, that can be frustrating as well.

        But with eCommerce chatbots, it is just a few clicks away. It’s as simple as messaging a friend on any messaging app. Just open the chatbot, type a few words, and bingo!

        9. Clear Abandoned Carts:

        Abandonment is a huge problem in the eCommerce industry. Over 75% of the customers don’t check out with the cart, often without even noticing what’s inside the cart.

        The usual way of dealing with this is sending a reminder email, but the problem is, only 40% of the emails are opened and less than a quarter of them result in sales.

        Messages, on the other hand, still works well. Over 90% of the total messages are opened daily. Hence, sending reminders over chatbots has a far better chance of resulting in a purchase.

        10. Easy Order Management:

        Gone are the days when users had to navigate through the entire website to get order details. With the help of eCommerce chatbots, users are only a few texts away from ordering products, changing existing orders, and even canceling existing orders.

        11. Simplify Shipment Tracking:

        Sellers can also send regular shipment updates to users over chatbots, using back-end integration with the eCommerce platform.
        For instance, the current status and location of the shipment can be forwarded to the user over regular intervals.

        12. Confirm Transactions:

        Emails are great for sending payment confirmation, but there is a high chance that it may end up in the junk folder. Hence, creating confusion.

        With the use of chatbots, sellers can now directly send the confirmation to the user’s messaging app. This also helps to keep track of orders, payments, and chats in one place rather than being scattered all over the place.

        What’s more? Popular platforms like Facebook and WhatsApp have end-to-end encryption policies. Thus, sending crucial information to customers is safer than ever.

        13. Receive Faster Feedback:

        Once the product is received, over 50% of consumers no longer bother to open emails that ask for feedback solely because it requires some kind of extra effort. Only a handful of them may give one and that too if they had an unsatisfactory experience.

        With chatbots, getting feedback has gotten a lot easier. A list of short questions can be sent over chatbots to know how the entire transaction went from the customer’s perspective.

        For instance, shortly after the customer receives his/ her order, a WhatsApp text can be sent to know the customer’s experience about the product purchase.

        The same method can be used to send post-sales support.
        For example, if a customer requires an installation guide to use the product, the same can be sent over.

        14. Get More With Revolutionary Product Identification:

        Imagine a situation where a customer does not know the actual product name but has a picture of the same. Let the AI chatbots, programmed to scan and identify products, do a reverse search of the image, and come up with similar products with a link to purchase.
        This, with no doubt, would be game-changing!

        In a Nutshell:

        Chatbots are developing every day, delivering new possibilities.
        The personalized service provided by E-Commerce chatbots, together with the simplicity of navigation, selection, and transaction, considerably improves customer experience and leads to a positive view of the online retailer as a digitally aware customer-first company.

        E-Commerce chatbots’ usefulness as a sales enablement platform cannot be understated, with Juniper predicting that, chatbots would produce $112 billion in online retail purchases!

        This piece of technology will not only save time and resources but also give customers a whole new experience of shopping that they never had before for sure. Looking for an AI-powered, intelligent, and result focused chatbot? Schedule a demo with our experts, today.

        Chatbots are not new to the world of E-Commerce. What’s new is the integration of eCommerce chatbots into messaging apps like WhatsApp, Facebook messenger, and WeChat.

        E-commerce chatbots are a great way for online shops to generate leads. They engage passive visitors on a retailer’s website, app, or other digital touch-points with intelligent suggestions and convert them into engaged prospects.

        When shopping online, the majority of people look for discounts and bargains. An E-Commerce chatbot can immediately inform a potential consumer to any discounts or special deals, and either provide them with discount codes or send them to the appropriate sections of the portal. Companies are investing left and right to get their own chatbots, and why not?

        These top three messaging apps alone account for a total of over four billion active users per month. Yes, that’s a billion with a capital B!

        With the increase in eCommerce competition, understanding a customer’s needs and preferences has become more important than ever to dominate the market.

        And this is where conversational AI platforms such as Convert by ORI come into play. With access to data collections, shopping patterns, and technologies like deep machine learning, chatbots are probably the best bet in customer acquisition and retention by predicting exactly what customers are looking for.


        But that’s not all. These chatbots have untapped potentials that can be explored in eCommerce. Here are some eCommerce chatbot use cases:

        1. Customer Acquisition:

        Instead of going through different pages of a website to know about a particular product, sellers can now simply redirect customers to a WhatsApp chatbot to simplify the process.

        Chatbots provide not only fluid, unrivaled experience, and easy access to information but also make one feel as if they are talking to a friend about a product, thanks to personalization.

        The E-Commerce chatbot may engage prospects in chats, assess their needs, and direct them to the products they want or provide customized product recommendations using Natural Language Understanding (NLU). This aids the e-commerce platform’s consumer acquisition efforts even more.

        2. Accelerate Sales:

        Everyone likes discount coupons but going through the awkward email verification and then, going back and forth between the website and the email is just too frustrating. On the other hand, chatbots are pretty swift and sleek.

        Sellers can simply offer discount coupons inside the eCommerce bot whenever a customer joins the conversation through a landing page or an ad and have a few casual interactions.

        3.Improved Personalization For User Interaction:

        When a user joins a conversation with a chatbot, it often has data like name, contact number, county, city of residence, etc.
        Based on those variables, different conversation flows can be personalized.

        For instance, if a customer has recently been talking about his interests and the places he previously visited, our chatbot can recommend places based on the previous data.

        Personalization is an enormous factor when it comes to modern bot automation, but if your chatbot talks like a robot, you should consider using Oriserve’s chatbots that comes with tons of personalizations.

        4. Get Multilingual Support:

        There are 185 countries in the world and the best way to engage with each customer in each country is to connect in his/her native language. It is not just tactical but also emotional, as humans always prefer someone familiar.

        With the wide-reaching capability of Messenger Apps and the deep impacts of chatbots, offering multilingual support further strengthens the brand’s impression in customers’ minds.

        5. Enhanced Product Suggestions:

        For product suggestions, one-on-one conversations work like a charm, thanks to the personal touch that chatbots add.

        Although it is still underrated, Facebook and WhatsApp chatbots are great at selling and cross-selling products by providing both adequate product information and personalization to users at the same time.

        6. Conduct Customer Surveys:

        Unlike other trends, quizzes are considered to be one of the activities that never fade away and hence, serves as an important tool to collect important data about customers.

        Sellers can conduct multiple quizzes inside a chatbot in a month to collect data of what a user likes and based on that, it can not only offer better personalizations but also re-target potential customers accordingly.

        7.Automate Customer Support For Queries:

        When it comes to queries, customers expect to be served within the first five minutes after checking a product.

        On one hand, FAQs may not have enough information and on the other hand, talking to an actual person over a call is often time and energy-consuming.

        Chatbots act as a perfect bridge between these two. It not only acts swiftly but also provides adequate answers to queries related to products/services. One more advantage of chatbots is that users can continue from where the conversation was left anytime and anywhere.

        8. Get Efficient Search Results:

        Yes, search alone accounts for more than half of the eCommerce sales. Doing a search on eCommerce sites takes some efforts, and if someone has a slow internet connection, that can be frustrating as well.

        But with eCommerce chatbots, it is just a few clicks away. It’s as simple as messaging a friend on any messaging app. Just open the chatbot, type a few words, and bingo!

        9. Clear Abandoned Carts:

        Abandonment is a huge problem in the eCommerce industry. Over 75% of the customers don’t check out with the cart, often without even noticing what’s inside the cart.

        The usual way of dealing with this is sending a reminder email, but the problem is, only 40% of the emails are opened and less than a quarter of them result in sales.

        Messages, on the other hand, still works well. Over 90% of the total messages are opened daily. Hence, sending reminders over chatbots has a far better chance of resulting in a purchase.

        10. Easy Order Management:

        Gone are the days when users had to navigate through the entire website to get order details. With the help of eCommerce chatbots, users are only a few texts away from ordering products, changing existing orders, and even canceling existing orders.

        11. Simplify Shipment Tracking:

        Sellers can also send regular shipment updates to users over chatbots, using back-end integration with the eCommerce platform.
        For instance, the current status and location of the shipment can be forwarded to the user over regular intervals.

        12. Confirm Transactions:

        Emails are great for sending payment confirmation, but there is a high chance that it may end up in the junk folder. Hence, creating confusion.

        With the use of chatbots, sellers can now directly send the confirmation to the user’s messaging app. This also helps to keep track of orders, payments, and chats in one place rather than being scattered all over the place.

        What’s more? Popular platforms like Facebook and WhatsApp have end-to-end encryption policies. Thus, sending crucial information to customers is safer than ever.

        13. Receive Faster Feedback:

        Once the product is received, over 50% of consumers no longer bother to open emails that ask for feedback solely because it requires some kind of extra effort. Only a handful of them may give one and that too if they had an unsatisfactory experience.

        With chatbots, getting feedback has gotten a lot easier. A list of short questions can be sent over chatbots to know how the entire transaction went from the customer’s perspective.

        For instance, shortly after the customer receives his/ her order, a WhatsApp text can be sent to know the customer’s experience about the product purchase.

        The same method can be used to send post-sales support.
        For example, if a customer requires an installation guide to use the product, the same can be sent over.

        14. Get More With Revolutionary Product Identification:

        Imagine a situation where a customer does not know the actual product name but has a picture of the same. Let the AI chatbots, programmed to scan and identify products, do a reverse search of the image, and come up with similar products with a link to purchase.
        This, with no doubt, would be game-changing!

        In a Nutshell:

        Chatbots are developing every day, delivering new possibilities.
        The personalized service provided by E-Commerce chatbots, together with the simplicity of navigation, selection, and transaction, considerably improves customer experience and leads to a positive view of the online retailer as a digitally aware customer-first company.

        E-Commerce chatbots’ usefulness as a sales enablement platform cannot be understated, with Juniper predicting that, chatbots would produce $112 billion in online retail purchases!

        This piece of technology will not only save time and resources but also give customers a whole new experience of shopping that they never had before for sure. Looking for an AI-powered, intelligent, and result focused chatbot? Schedule a demo with our experts, today.