Neohelden

The digital AI assistant can created added value for companies mainly in four application areas: 
 

1. Providing information: Answering FAQs. Targeted communication. Greeting concierge service. 

2. Guiding through processes: Step-by-step guidance through processes. Support for complex processes. Guided troubleshooting. 

3. Recording data: Fill out forms easily. Submit requests via chat. Handle case intake on the phone. 

4. Create documentation & reports: Simple documentation thanks to step-by-step guidance. Hands-free documentation by voice. Perform quality control securely. 

 
In this respect, Neo and the underlying platform (NEAP) can be easily configured so that the specialist area can develop the digital assistant and its implemented use cases on its own. 

The core components are combined in our Neo Enterprise Assistant Platform (NEAP): A web-based configuration interface, which enables administrators to configure, develop and expand their own digital AI assistant. NEAP is also used to control access to the Neo app and telephone integration. 
 
Further parts of NEAP are the following applications and/or connections, whose design and scope can be configured: 

• Natural language processing: Using NLP, natural language is translated into “machine language” and information is extracted. 
• Speech-to-text: This involves transcribing speech (language) into text. 

• Text-to-speech: This converts text into speech (language). 
• Dialog management: This allows dialogs between users and the digital assistant to be defined and implemented. 
• IT integrations: Using “Neo Sentinels”, external systems can be connected in the form of individual micro services. 
• User management: Access to the NEAP portal and, if necessary, the Neo app can be defined and enabled here. 

We see three central challenges across all industries:

• Large data flood: Information and documents need to be processed every day. Employees work through tasks based on various data sources for customers every day. There are hardly any self-service solutions in use, so that customer queries often lead to manual tasks. Customers expect 24/7 availability without long response time across different channels.

• Inefficient processes: Data quality varies widely. One reason for this is the lack of standardization. This high dependency on only a few specialists and experts leads to bottlenecks and knowledge gaps. Analog processes, e.g., in the form of paper-based documentation, leads to missing or duplicate entries. The expectation is to automate  the response to approximately 90 percent of service requests. Thus, automation is expected to reduce transaction costs.

• Complicated solutions: Using legacy systems so that data is transferred to downstream systems. Not structured data is used because information is recorded in decentralized documents. Vulnerable data security created by system discontinuities and decentralized documents. Serving the non-mobile/telephony-savvy "50+" target group. Seamless integration of processes, which are distributed across different systems, without high investments in UI/interfaces.

The digital AI assistant Neo is mainly used in the finance and insurance sector. Large banks and insurance companies use Neo in various forms. Neo is also used in the public sector, by energy suppliers and industrial companies. Two of our references are listed below: 
 
Degussa Bank: Use in the digital bank shop and in the context of telebanking 
 

• Development of a telephony voicebot that handles bank transfers, account balance inquiries as well as customer legitimations. 
• Implementation of a human handover and call-audio recording 

• Development of a digital AI assistant in the online bank shop for answering frequently asked questions and appointment scheduling with experts from different specialist areas. 
• Connecting banking systems for transferring and querying information. 

 
Added value for users: 

• Customers can address and resolve support requests automatically 24/7 
• Forwarding to employees or agreement of callback requests 
• Automation of >70 percent of relevant calls 
• Fully automated customer experience for online self services 
• Reduction of manual tasks for standard queries and appointment scheduling 

 
 
Technologiefabrik Karlsruhe: Use as a chatbot for tenants to provide information about the rental property and COVID-19 related restrictions 
 

• High volume of recurring questions about the Technologiefabrik or what the Karlsruhe Chamber of Commerce and Industry has to offer, as well as high volume of questions about restrictions and regulations through COVID-19. 

• Burden on staff and frustration of customers due to delays in answering questions. 
• Development of a chatbot to answer recurring questions and integration of the chatbot on the homepage. 

 
Added value for users: 

• Customers can access the chatbot on the homepage at any time and ask questions about the Technologiefabrik and the services offered by the Karlsruhe Chamber of Commerce and Industry. 
• Intelligent dialog guidance enables navigation via free text or suggested topics ("Quick Replies"). 

Our systematic and agile consulting approach with innovative methods and hands-on trainings completes the Neohelden solution portfolio. We support our customers with all questions regarding digital assistance systems, chatbots and voicebots.

Our cooperation models:

• Ideation workshops
• Proof of concept
• Consulting
• (Implementation) projects
• Qualifications
• Trainings