How would you choose an AI chatbot for your Organization?

Aug 20, 2019 / By Navaniranjan N

We all know how a chatbot works, so let’s not deep dive into that topic now. Moving along, we will find out what is the best way to use an AI-based Chatbot for better customer service/experience. At iOpex Technologies, we have developed a tool named Opexwise which will enable companies to make the right decision for choosing their chatbots at a relatively lesser cost than others. This might sound like a sales pitch but will explain in detail to make one understand the process involved

Data-driven decision making: Though there are many use cases of chatbots, most of the organizations fail to understand the right way to build a chatbot which will optimize their present customer experience. This is where Opexwise comes into the picture, this tool helps to produce a heat map from the unstructured data provided by which the desired chatbot can be created addressing the most important and critical needs of an organization. For example, A bunch of tickets provided to this tool will segregate the most frequently raised tickets and form a pattern of answers which are most relevant to the query, in this way the unstructured information is converted into a structured one by the tool.


The above screenshot shows one of the bubble chat illustrations provided for one of our clients in their IT services. The top red portion is the most critical areas of queries - the bigger the bubble the more it needs attention, the AI-based chatbot is built on the above outcome so that the most critical queries are addressed likewise the priority is measured and deployed into the chatbot system.


  • Functions as a framework/prototype with data mining capabilities rather than Hadoop setup.
  • Uses artificial intelligence to maintain a knowledge base derived from the skills and experience of SMEs.
  • Enables resolution of complex issues by providing a technical analysis of incident occurrences, their causes, and suggestions for incident avoidance in the future.
  • Presents the on-the-floor scenario to managers with customizable dashboards which highlight favourable & undesirable events by continuously updating business-critical metrics.
  • Helps you sift through voluminous incident logs & unearth areas of improvement by allowing you to add/remove dimensions for comparing various factors in real-time.
  • Being agile, the tool facilitates SQL-like selection for choosing or eliminating multiple criteria and generates graphical reports on the fly in the desired format.
  • Correlation Engine and auto tagger functionality to segregate and optimize data at various levels.
  • Leverages on its Distance Vector Correlation engine to rationalize spend and resources.
  • Eliminates the challenge of “focus on process and operations only, without considering people efficiency”, by giving an integrated view of people productivity as a live dashboard.
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