NTT DATA Receives Recognition from HFS Research for Innovative Approach to Customer Experience
Jenny Machado March 14, 2024
NTT DATA, a global leader in information technology services, has been recognized by HFS for our work with L'Oréal in the creation of their virtual assistant. HFS Research, a leading research and consulting firm, has recognized NTT DATA in its “Highlight Report” for innovative efforts to improve the customer experience. This distinction builds on our ongoing commitment to reinventing the customer experience through artificial intelligence and conversational solutions.

“Lore”, the featured case

The case study that has caught the attention of HFS Research is our collaboration with L'Oréal, which highlights "eva”, our AI Conversational platform that has effectively combined with Gen AI to transform L'Oréal's customer experience. This collaboration has enabled L'Oréal to reimagine the way it interacts with its customers, providing more efficient and hyper-personalized solutions through its virtual assistant “Lore”. HFS notes that through eva, NTT DATA has demonstrated its ability to optimize the interaction between the brand and its customers, taking the customer experience to a new level. HFS points out that the partnership between NTT DATA and L'Oréal is a telling example of how artificial intelligence and conversational solutions are redefining the customer experience in the digital age. In the case of L'Oréal, eva and Gen AI have enabled greater personalization in customer interactions, resulting in a significant increase in customer satisfaction and retention. These results have caught HFS Research's attention, highlighting NTT DATA’s ability to adapt to changing market demands and deliver cutting-edge solutions.

NTT DATA as a Customer Experience Innovator

HFS has also praised NTT DATA's commitment to constant innovation in the field of customer experience. HFS highlights our ability to combine advanced technologies, such as artificial intelligence and machine learning, with a deep understanding of our clients' businesses. This has contributed to NTT DATA's position as a leader in the field of customer experience. The recognition from HFS Research is a testament to our dedication to improving the customer experience through technological innovation and collaboration with leading companies in the business. As companies constantly look for ways to differentiate themselves in a highly competitive marketplace, the ability to transform the customer experience becomes a crucial factor for long-term success. In addition, the recognition awarded by HFS Research to NTT DATA reflects how NTT DATA is at the forefront of implementing artificial intelligence and conversational solutions to re-imagine the customer experience. This highlights our position as an industry leader and a benchmark in transforming customer experience in the digital age.
Must News
How Artificial Intelligence is Revolutionizing Travel Planning and Experience
Francisca Guajardo March 7, 2024
Undoubtedly, Artificial Intelligence (AI) has transformed the landscape of most industries, and in this case, the Travel industry is no exception. It enables the traveler to plan trips and enjoy it in various ways, offering a more personalized, efficient, and convenient experience. A few instances of what AI can do for travelers include: 
  • Personalized Recommendations: AI algorithms can analyze large amounts of data about travelers' individual preferences, past travel history, interactions on social networks, and reviews from other travelers to provide personalized recommendations for destinations, activities, accommodations, and restaurants. 
  • Route and Itinerary Optimization: It can analyze multiple variables, such as travel time, distance, traffic, public transportation schedules, and tourist attractions, to create optimized itineraries that maximize travel time and efficiency. 
  • Crisis Management and Travel Changes: During crisis situations, such as flight cancellations or medical emergencies, AI can help travelers manage these events more efficiently by providing updated information, options, and assistance in reorganizing travel plans. 
  • Virtual Assistants and Chatbots: AI-powered virtual assistants and chatbots can provide instant support to travelers throughout the planning and travel process. They can answer common questions, provide recommendations, assist with ticket booking, and provide real-time assistance while travelers are on route. 
  In this scenery we can work with Syntphony Conversational AI, the virtual assistant platform from NTT DATA that will improve the traveler experience through conversational voice and text assistants and will support different companies in the travel industry such as agencies, airlines, hotels, trains or cruises to potentially reduce the number of calls to the call center among other important savings. The company design experiences that seamlessly extend the traveler's journey across various platforms, aligned to the unique values of each brand.  This technology has been implemented in a word renowned airline, who was facing the critical need to ensure exceptional customer service in the middle of a rapid surge in conversation volumes. In addition, due to the economic and social challenges impacting its operations, the airline aimed to achieve this objective efficiently.   The Cognitive Contact Center service (CCaaS with C-AI) was implemented in a cloud-based environment, featuring a Virtual Assistant capable of managing customer interactions across over 35 countries through various channels, including web platforms, mobile applications, WhatsApp, call centers with support for more than 50 phone numbers and more.  The system's focus is to have a better experience on crucial use cases such as check-in processes, live updates on flight statuses, seat change requests, efficient ticket management, handling travel documents, and compliance with current travel regulations. As results were tracked over than 300.000 calls per month and worked in more than 35 countries including: USA, Germany, UK, France, Portugal, Italy, Spain, México, Perú, Colombia, Chile and Argentina.   “The solution developed for this airline has allowed for an enhanced customer experience and a reduction in the number of calls to the call center. Conversational AI-based technology enables the implementation of dialogue systems and virtual assistants to personalize and improve passenger relationships by better understanding their needs.” said Virginia Chumillas Gómez Del Olmo, responsible of the project at NTT DATA.  Even though the industry is changing, prioritizing user experience remains crucial in establishing trust with travelers. According to the Forbes article “How Will Artificial Intelligence Impact The Travel Industry?”, “81% say if they were using AI to help plan a trip, they’d want to double check all the information given to them by the AI before making any decisions based on it”. This underscores the importance of delivering accurate information and meeting the highest security standards, a commitment upheld by NTT DATA and  Syntphony Conversational AI for over 20 years in the airline market and beyond.       
Must News
Benefits and importance of Conversational AI with Gen Ai for Retail Companies
Francisca Guajardo February 22, 2024
Conversational artificial intelligence (AI) is revolutionizing how companies in the retail sector interact with their customers. In this regard, Gen Ai emerges as a powerful tool that offers a range of benefits and importance for companies looking to enhance their customer service, increase sales, and optimize operations. Incisiv's "State of the Industry 2024: Retail Innovation" report, in partnership with Toshiba Global Commerce Solutions. It states that, Artificial intelligence is a key driver of the future of retail, according to its findings, with 83% of U.S. and Canadian retailers and 67% of Latin American retailers expanding existing initiatives or exploring new investments. Let's delve deeper into the benefits and importance of conversational AI for retail companies.

Gen Ai empowers and enhances customer experience

One of the main benefits for retail companies is the significant improvement in customer experience. Through Gen Ai-powered chatbots and virtual assistants, companies can offer 24/7 customer service, instantly address common queries, and personalize the user experience based on their preferences and past behaviors.

Increases operational efficiency

Another key benefit is its ability to increase the operational efficiency of retail companies. By automating tasks such as customer service, inventory management and reporting, Gen Ai enables companies to reduce costs, minimize human error and optimize their internal processes.

Facilitates Marketing Personalization

Personalized marketing is crucial in the retail sector, and this technological innovation can help companies achieve this goal effectively. By analyzing customer data in real time, the tool can also deliver highly relevant and personalized product recommendations, as well as send personalized marketing messages across different channels.

Optimize inventory management thanks to Gen Ai

Inventory management is another critical aspect for retail companies, and Gen Ai can help optimize this process. By analyzing sales data and market trends, it can also predict future demand and help companies manage their inventories more efficiently, avoiding both shortages and overstocks.

Drives Sales and Customer Loyalty

Overall, conversational AI with Gen Ai can help drive sales and customer loyalty for retail companies. By offering faster and more personalized customer service, as well as more relevant product recommendations, increase customer satisfaction and foster long-term brand loyalty. In short, digital transformation offers a number of significant benefits for retail companies looking to improve customer service, increase sales and optimize operations. By leveraging this innovative technology, companies can position themselves competitively in today's marketplace and deliver exceptional shopping experiences to their customers. Get to know our interesting case study with L'Oréal here.
Must News
Automated content generation through AI
Jenny Machado February 8, 2024
Artificial intelligence (AI) can play a crucial role in creating high quality written and visual content in an automated way, significantly speeding up the production of material for your company's marketing campaigns and allowing you to streamline the process to put your attention on other items. While some experts recommend using AI as a base for building content, it is an excellent tool when it comes to being creative, since, as Victoria Boano, "Customer Success and Community Manager" at Remotive says, "After three years of managing our community, it's sometimes difficult to think of new ideas." 

Some ways in which AI can offer benefits in this context are:  

Automated written content generation

Automated Writing: Advanced language models, such as GPT-3, can generate text in a coherent and contextual way. This enables the fast creation of product descriptions, articles, advertising messages and other types of written content without extensive human intervention.   Content Optimization for SEO: AI tools can analyze search patterns and optimize content for search engines, increasing online visibility. 

Visual Content Creation

Image and Graphics Generation: Image generation algorithms can produce graphics, illustrations and other visual elements that you can incorporate in your written content. This is useful for enriching the visual presentation of marketing campaigns.   Image Personalization: AI can visually adapt content for different audiences or segments, improving campaign relevance and effectiveness.  

Repetitive Tasks Automation

Post Scheduling: AI powered content management systems can automatically schedule content publishing across different platforms, optimizing timing and distribution to maximize impact.   Data Analytics: AI powered data analytics tools can evaluate past campaign performance and provide recommendations to improve future strategies.  

Personalization and Segmentation:

Personalized Recommendations: AI can analyze user data to provide targeted product or content recommendations, improving user experience and increasing conversion rates.   Audience Segmentation: Algorithms can identify patterns in large data sets, enabling more effective audience segmentation and targeted content creation. 

Time and Resource Savings

Production Efficiency: Automation frees human resources from repetitive tasks and focuses them on more strategic and creative activities.   Faster Trend Response: AI can quickly analyze real time data and adapt content accordingly, enabling fast responses to market changes or emerging trends.   In short, implementing artificial intelligence in content creation for marketing campaigns not only speeds up the process, but also improves quality, personalization and efficiency, providing significant benefits for companies looking to stand out in a competitive digital environment.   You might also be interested in: 
Must News
7 Key Tips for Developing Powerful and Effective Virtual Assistants for Business
Jenny Machado January 23, 2024
Creating powerful virtual assistants for businesses requires a deep understanding of conversational artificial intelligence and the specific needs of each organization.

Here are 7 fundamental tips to achieve it

1. Understand the needs of the business

Before you begin developing a virtual assistant, it is crucial to understand the needs and goals of the business for which it is being created. What problems does the business want to solve? What processes or tasks can be automated to increase efficiency? This understanding will guide the design and functionality of the assistant.

2. Design a seamless user experience

User experience is paramount in the adoption and effectiveness of a virtual assistant. Design an intuitive, easy-to-use interface with natural language that reflects the company's brand. The assistant must be able to understand user queries clearly and provide relevant and useful answers.  

3. Implements advanced natural language processing (NLP) capabilities:

NLP is the key technology that enables virtual assistants to understand and respond to user queries effectively. It uses advanced NLP models to enhance the assistant's ability to understand context, interpret user intentions and provide accurate responses. Learn about our multi NLP platform

4. Integrate relevant data sources:

To provide accurate and useful answers, the virtual assistant must have access to relevant data sources, such as company knowledge bases, internal databases, external APIs, among others. Integrate these data sources in an intelligent way to ensure that the assistant can provide up-to-date and accurate information.

5. Constantly train the assistant:

Continuous learning is essential to improving virtual assistant performance. It uses machine learning techniques to collect user interaction data and feedback, and uses this data to improve the NLP models and the assistant's response capabilities over time.

6. It offers multiplatform support:

Users can interact with the virtual assistant through a variety of channels, such as mobile apps, websites, messaging platforms, among others. Make sure the assistant is compatible with multiple platforms and communication channels to maximize its accessibility and usefulness.

7. Prioritize security and privacy:

Security and privacy of user data are critical aspects in the design of any virtual assistant. Implement strong security measures, such as data encryption, user authentication and compliance with privacy regulations, to protect sensitive information and build trust among users. Our business platform is characterized by its security system for companies and users. Meet big brands that trust us, such as L'Oréal. By following these tips and taking a business and user needs-centric approach, you can create powerful virtual assistants that drive operational efficiency and improve the customer experience for businesses.
Must News
5 powerful insights on how Gen AI empowers telco industry players
Francisca Guajardo January 10, 2024
In an era characterized by fast technological advancements, the telecom sector has had to navigate the ever-changing currents of innovation. The emergence of Generative AI and Conversational AI technologies has brought transformative changes, providing the sector with powerful tools to enhance customer experiences, streamline operations, and drive growth, but how Generative AI and Conversational AI are becoming indispensable assets for the telecom industry? 

learn 5 powerful insights on how Gen AI empowers telco industry players

1. Enhancing Customer Engagement 

Customer engagement is a critical aspect of the telecom industry. Generative AI and Conversational AI have revolutionized customer interactions by creating more personalized and efficient communication channels. Chatbots and virtual assistants powered by these technologies can handle customer inquiries, resolve issues, and provide real-time support 24/7. This not only improves customer satisfaction but also reduces operational costs by automating routine tasks. Companies such as Telefónica, VIVO, OpenFiber and TIM have already implemented successfully NTT DATA’s solution eva, the Conversational AI Platform to create virtual assistants and to be part of this evolution. 

2. Predictive Customer Analytics 

Generative AI can analyze large volumes of customer data to identify patterns and trends, helping telecom providers understand customer behavior and preferences. This information is crucial to adapt marketing campaigns and services to meet individual customer needs. Telecom companies can significantly reduce customer decrease rates by predicting customer loss and proactively addressing issues, through Generative AI Technology. 

3. Personalized Content Recommendations 

Conversational AI algorithms can analyze customer behavior and preferences to offer personalized content recommendations. Telecom companies can utilize this capability to provide personalized advertisements, content, and services to customers, increasing engagement and revenue opportunities. 

4. Data Security and Fraud Detection 

Security is a top concern for telecom providers. Generative AI can help safeguard customer data by detecting anomalies and potential security vulnerabilities. By analyzing network traffic and user behavior, AI can identify unusual patterns that may indicate fraudulent activity or cyberattacks, allowing companies to take preventive measures. 

5. Automation of Back-End Operations 

Generative AI and Conversational AI can automate various back-end operations, such as order processing, billing, and inventory management. This automation not only reduces the risk of errors but also increases operational efficiency and lowers costs.  Generative AI and Conversational AI are certainly powerful tools for the telecom industry. As this sector continues to evolve, adopting these technologies will be essential for providers who aspire to deliver exceptional service and stay competitive in the dynamic realm of telecommunications. By utilizing the potential of AI, telecom companies can guide in the direction of a future marked by increased efficiency, customer-centricity, and prosperity.  According to Precedence Research “The global generative AI in telecom market size was estimated at USD 150.81 million in 2022 and it is expected to hit around USD 4,883.78 million by 2032, growing at a CAGR (Compound Annual Growth Rate) of 41.59% during the forecast period from 2023 to 2032.” The rapid growth highlights the growing importance and extensive integration of generative AI within the telecommunications sector, and how companies must get on board immediately if they haven't done it yet. 
Must News
eva elevates the customer experience by using Generative AI for smarter, faster and more efficient virtual agents.
Jenny Machado December 27, 2023

Every day the challenge of going beyond technology motivates the eva team to move forward, in order to realize new ideas and new capabilities that ensure a better use and greater benefit for customers. That's why eva is bringing extraordinary enhancements to elevate the customer experience with Generative AI

We present the new Eva feature pack, which will enhance the experience by creating more efficient and faster Generative AI virtual agents.

Knowledge AI: Streamline Virtual Agent Building with documents

To improve the platform, eva comes with a knowledge evolution, where you can generate responses based on document content as a PDF.

With Knowledge AI, improve your time by not requiring the configuration of flows, intents, or entities, reducing the time needed for the training of virtual agents.

When entering a user interaction, it first searches for intents, if it is not found, it searches in the questions previously configured in the knowledge AI and, if no match is found, the answer is searched directly in the documents uploaded to Knowledge AI.

With this functionality, you can effortlessly access and use the Knowledge within PDF documents, resulting in quicker and more accurate responses.

Zero-Shot: Enhanced Intent Classification with LLM

Our upgraded Zero-Shot capability leverages state-of-the-art Language Model (LLM) technology to classify intents with exceptional precision, just from the name and an intent description to classify the intent, without the need to create utterances.

By utilizing this advanced machine learning technique, we have significantly improved the accuracy and speed of intent classification, ensuring that the right knowledge is delivered at the right time, every time. 

Rephrasing: Improve Communication with Contextualized Answers

Communication is key, and our enhanced LLM-powered Rephrasing feature understands that. Now, virtual agents dynamically rephrase responses based on conversation context, ensuring a more human-like interaction tailored to your needs. Control creativity levels, context utilization, and even restrict specific words to achieve the perfect response.

Answer Assist: Tailoring Answers to Perfection

Answer Assist provides the flexibility to craft the best answer. This feature empowers you to create the virtual agent answers effortlessly and with creativity. Write a simple instruction as a prompt, add a voice tone and the content will be generated using LLM.

Furthermore, to assist in crafting your answers, we have introduced new features: with a single click you can shorten an answer, expand it, improve the writing, fix spelling and grammar, or even add a specific tone.

Cockpit Notifications: Stay Ahead with Real-Time Updates

Stay informed and engaged with our new Cockpit Notifications feature. Receive timely updates on new features, upcoming events, and exclusive eva opportunities. Stay connected, stay ahead, and stay in the know with real-time enhancements.

These features are meticulously designed to streamline your workflow, boost productivity, and deliver an unparalleled user experience. We're committed to continually improving our platform to meet your evolving needs.

For more information on these groundbreaking features and how they can transform your organization, explore our documentation

Thinking about how eva works in real life with a client? Learn more about L’Oréal case study here

Must News
Discover the benefits of creating a good conversational experience with Generative AI
Francisca Guajardo December 14, 2023
In today's digital age, creating effective user experiences has become crucial to the success of any product or service. Learn about the benefits of creating conversations with Generative AI for the best experience. In this context, a conversational platform based on Artificial Intelligence (AI) emerges as an innovative tool to raise the quality of the interaction between users and technology, generating a coherent and relevant experience, being also "the type of artificial intelligence available today... that has the greatest future projection in the business environment" according to Enreach
An immersive user experience goes beyond simple functionality.
It is about creating an emotional bond between both parties, resulting in a more meaningful and satisfying interaction.

Some benefits of creating conversational experiences with GenAI are:

Improving user retention and experience at the same time

 By implementing GenAI in conversational platforms, you can deliver interactive experiences that keep users engaged. The ability to maintain consistent and relevant dialogues makes the interaction more engaging and less prone to abandonment.   

Increase brand trust with Conversational AI

AI's ability to understand and respond to user emotions contributes to more empathetic and emotionally intelligent interactions. This is especially valuable in applications such as customer care and support services. Virtual assistants have evolved thanks to AI, they can understand the context of conversations, learn from past interactions and provide more useful and tailored responses. This not only improves efficiency in problem solving but also creates a more human and natural user experience, improving the perception of the brand providing it.   

Happier and more satisfied users

Conversational AI platforms by taking the learning acquired from the past, manage to adjust its responses and recommendations as it acquires more knowledge about the user. This continuous learning contributes to a more adaptive and personalized experience over time, which generates greater user satisfaction, better usability and time savings.   

Defined brand identity

Conversational AI platforms, empowered with GenAI, such as eva, enable the creation of consistent and seamless user experiences across different channels, such as mobile apps, websites and messaging platforms. This ensures consistency in interaction, regardless of the touchpoint.    Finally, conversational platforms by using generative AI, can transform digital interactions by delivering more personalized, natural and adaptive user experiences, leading to higher user engagement and satisfaction, contributing cross-functionally in different industries such as Banking, Telecom, Consumer Products, Healthcare, Insurance, Travel, and more.    By providing more human and personalized interactions, this technology not only improves usability but also sets a new standard for the relationship between humans and machines. The key to success is to find the right balance between technological innovation and ethical consideration, with the ultimate goal of providing more immersive and rewarding user experiences, which we work on every day at NTT DATA, through our conversational AI platform "eva".      Learn more here   
Must News