Messaging Automation And Analytics.

Conversational AI For The Enterprise.
Virtual Assistants and Live Chat With Unparalleled Flexibility.

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End-to-end chat automation

Unlimited flexibility in chat automation.
Use virtual assistants and intelligent routing to optimize your chat processes.

We Differ By Offering Unrivalled Depth In Building Virtual Assistants

These companies use our product

500,000+ customers

Leading telecom in Latvia
Telecommunications

Our work: virtual customer assistant on the website and agents’ live chat product.

2,000,000 customers

UK Digital-Only Bank
Banking

Our work: virtual customer assistant in iOS and Android.

200,000+ customers

Nasdaq Tallinn: LHV1T
Banking

Our work: Virtual customer assistant on the website and agents’ live chat product.

9,000,000 passengers / year

Nasdaq OMX Nordic: TAL1T
Marine transport

Our work: Virtual customer assistant on the website.

500,000+ customers

Leading telecom in Estonia
Telecommunications

Our work: Virtual customer assistant on the website and agents’ live chat product.

500,000+ customers

Leading telecom in Latvia
Telecommunications

Our work: Virtual customer service & sales assistant. Agents’ live chat product.

Employing 300+ people

Estonian Statistics Agency
Government

Our work: Virtual customer assistant on the website and agents’ live chat product.

100,000+ customers

Dynamic German energy company
Energy

Our work: Virtual customer service assistant in Facebook.

Case Studies

“AlphaBlues has made our customer service even more efficient with their artificial intelligence based solution“

– Lauri Haav, Head of Customer Loyalty, Monese Digital-Only Bank

“With the AlphaBlues product our customer service in Facebook Messenger gives a better customer experience.”

– Liisa Ruusamägi, Client Communication Product Manager, LHV Bank

“AlphaBlues increased conversions with their intelligent virtual customer assistant in our online store.”

– Inese Zarina, Head of Chat Automation, Lattelecom

To access more of our Case Studies, please join our newsletter.

What's In It For Me

AS A BUSINESS INTELLIGENCE ANALYST YOU GET

Customer Interaction Insights

Due to increasing competition in every industry, customer experience becomes a key driver in gaining a competitive edge. Building a good chatbot can be a daunting task. In order to create the best chatbot you need to have a data driven approach. With AlphaBlues analytics you will understand customers’ satisfaction, get insights into opportunities for business growth and customer retention strategies.

General and in-depth analytics based on topic helpfulness where after each topic customers can give feedback if topic was helpful, which will let you know exactly what needs to be done to improve your chatbot experience with customers.
Monitor your customers interactions through chat logs to see what links and buttons customers click, which topics are relevant, improve your customer interactions and workflows with real time data.
Collect feedback from customers with text and 1-10 star ratings about chatbot or human agent after each chat session.

AS A CUSTOMER SERVICE MANAGER/TEAM LEAD YOU GET

Conversational AI

You need to be able to hold seamless, synchronous conversations with consumers across whatever channel they happen to be using at the time, no matter where they are. Improved personalization delivers a more relevant user experience, and the high levels of automation enables cost-effective delivery at scale.

Leverage automation, carry thousands or millions of simultaneous ongoing one-to-one conversations at scale.
With real time data you can tailor messaging at the individual level based on past behaviour and responses within the bot conversation.
Connect seamlessly with highly customizable chat, where human agents can power your consumers interactions.
Adapt chat to your current customer service team with the same groups, handovers, metrics, etc.
Make your customers feel unique and special by motivating engagement with custom setup proactive chat.
Easy to use tool for agent in browser with visual and audio queues.
Both options to set your chat up as synchronous or asynchronous.

AS A CEO/FOUNDER YOU GET

Solutions To Get Closer To Your Customers

Scale every part of your business: sales, marketing and support with highly customized chatbots and chat specially designed to your needs.

Capture your customers attention and make your chatbot more fun to engage with easily customized visuals that match your brand.
Once positive experiences have been delivered, you can leverage sales messages that go directly to authenticated users’ chat window. Marketers, in turn, can rely on high open rates and an effective ongoing mechanism for re-engagement.
Integrate with mayor platforms like Facebook, WhatsApp, CRM and more to give your customers seamless omni-channel experience.
Automatically detect new product opportunities and areas of improvement from chat history.
Beat your competitors with better customer service, more efficient marketing, automated workflows and more.

Features

VIRTUAL ASSISTANT (VA)

Building environment for virtual assistants

Graphical interface for creating intents (i.e. topics) for the virtual assistant.

Group intents under specific folders, expand folders for easy visibility and organization.

Add buttons, quick replies, conditions, images, URLs to VA answers.

Customizable answer delay setting in milliseconds.

JS API for front end integration.

Create different menus which are triggered in different URLs where chat window is deployed.

Deep nested multistep workflows.

Unlimited number of actions.

Context specific responses.

Training

Insert training phrases into the VA.

Change the intent matched to phrase.

Easy visibility into training data across intents.

Free text search across all intents and trained phrases.

Export and import phrases into and from CSV.

User chat messages sorted by a customizable date range.

AI predicted intents for users’ chat messages.

Ignore predicted intent when training.

Measure AI intent prediction accuracy.

Machine learning

Ensemble of machine learning and deep learning algorithms to understand the customer intent from free text.

Functional in any European language + Russian + Arabic.

Co-intent understanding.

Intent ranking and prioritization based on confidence scores.

Offer choice of multiple intents for low confidence matches.

Statistics

Time interval selection for seeing the number of VA conversations.

Top intents sorted by the number of occurrences.

Least triggered intents by the number of occurrences.

General helpfulness score of the VA for the customers.

Detailed intent based helpfulness score from customers.

Count of interactions with text; with buttons; with text and buttons.

Intent report with count of sessions, feedback requested / provided / positive / negative per specific action.

Button click report.

CHAT

General

Add chat to multiple websites.

Customers can rate agents.

Customers can provide comments as feedback to agents.

Receive messages as tickets or have them sent to email during off-hours.

Canned answers (saved replies) in the chat answering window and emojis.

Customers can send and receive files through chat.

Agents can assign chats to other agents.

Info on customers waiting in each queue and agent availability.

Adding comments to the chat conversation for leaving notes to other agents.

Agents can see history of the conversation between the customer and the VA.

Clear distinction of the handover from the VA to the agent.

URL shown from where customer came in.

Accepting/not accepting chats button for each agent.

Ability to gather various info about customer including IP, OS, chat ID.

Notes field for agents to type notes.

Configurable custom attributes in chat dashboard.

Queues

Create custom queues for receiving tickets.

Assign agents to queues.

Visual notification of new messages in browser tab.

Sound notification of a new message.

Unread messages highlighted in the queue.

Timestamp showing time since incoming.

Tag tickets.

Autoclose inactive tickets.

Statistics

First response time, average response time.

Agent first and response time.

Number of chats with agents.

Rejected and abondoned chats per queue.

Proactive chats offered, accepted and abandoned.

Maximum time of waiting in queue before reaching agents.

Queue abandonment rate.

Agent activity with 15 minute intervals of accepting, not accepting and writing chats.

Agents online, customers in queues, customers waiting – live view, last 15 minutes and last 24 hours.

Tag counts.

Security

Encrypted data transfer over HTTPS.

IP based restrictions (e.g. banned visitors).

Single sign-on (ADFS).

Operations log.

Password expiration and complexity checks.

Management

Supervision of agents by administrators while answering chats.

Role based access to chat solution features.

Change agents’ avatar pictures, maximum chats, name.

Add and delete agents.

Archive search.

Archive summary data.

DEEP COLLABORATION BETWEEN VA AND AGENTS

Intelligent routing from VA to the relevant agent with prioritization.

Detailed configuration of chat and handover in synchronous (live) and asynchronous (messaging) mode.

Customized flows in VA for handing chats over to agents (e.g. forms, additional questions).

Conversations in each queue are marked by anonymous name if customer is unauthenticated.

VA responses customized based on agents status and queue availability.

Chat window icon and name change in handover from VA to agents.

Proactive chat automatically disabled if queues are full.

When queues full customers can stay on-hold or leave custom message.

VA can trigger actions on the website on customer’s behalf (e.g. open windows, views).

Co-pilot mode where AI monitors what customer says and suggests answers for agents to use.

Agents can use and modify co-pilot mode suggested answers with one click.

Automatic training of the VA when agents use suggested answers.

CHAT WINDOW

Change chat window color, design, fonts, text and size with customizable CSS.

Change icon in the chat window and the chat widget bubble with text.

“Someone is typing” indicator in the chat window.

Show VA or agent name in the chat window.

Show videos, pictures, buttons, GIFs, text, emojis and links.

Carousel view in chat window to showcase products.

Mobile optimized.

Customizable forms for collecting information.

URL specific configuration.

3 VA-agent configurations: 1) VA only 2) Agent only 3) VA with handover to agent.

Proactive chat window popup.

Automatic choice of language for customer.

Ability for customers to accept terms of use and privacy.

VA response templates filled with customer specific information.

JavaScript SDK for programmatic control of the chat window.

Observable JavaScript events about actions performed in the chat window.

Compatibility with iOS and Android apps.

INTEGRATIONS

VA depolyment into social channels (Facebook, WhatsApp, Twitter, Slack).

Customer authentication via front end or back end.

Deployment with Docker containers into company’s private AWS, Azure, Google Cloud.

Deployment on-premises.

APIs for downloading chat transcripts, events and operational logs.

Integration with any 3rd party API (e.g. CRM, HR tools, e-mail/chat, RPA).

GDPR compliance mechanisms.

Speech-to-text and text-to-speech integrations with 3rd party APIs.

How We Work With Customers

01

Plan Your Virtual Assistant

Before starting to build the Virtual Assistant you should decide what is the business case. Is it for customer service? Is it for sales? Form filling? Or it can also be all of the above.

02

Existing Chat Data Analysis

If you have existing chat or email data (as .txt, .csv) we can use that to train the Natural Language Processing algorithms specifically for your Virtual Assistant. This speeds up the learning process.

03

We build the Virtual Assistant

We build the Virtual Assistant on our AlphaAI™ Platform – answering logic, language understanding, integration to your systems through our API. From you we only need intents and text answers for each intent.

04

Deployment

We deploy the Virtual Assistant where ever you want it to be – your website, mobile app, Facebook page or Slack. Your IT can relax, deployment is usually just a line of JavaScript.

05

Virtual Assistant answers customer queries

The Virtual Assistant is the first to respond to your customer queries 24/7. It understands natural language in any European language and solves customer problems without human help.

06

Modify the Virtual Assistant yourself

You can use our AlphaAI™ Platform to easily tweak the Virtual Assistant. You can change existing intents and answers, structure and train the Natural Language Understanding yourself.

07

Handover to human agents in AlphaChat™

If the Virtual Assistant gets stuck, the conversation is automatically forwarded to AlphaChat™, our live chat system. The Virtual Assistant intelligently routes customer queries to the correct human agent to handle the case.

08

Virtual Assistant learns automatically

As human agents answer customer queries, the Virtual Assistant observes the answers and automatically learns from them. This decreases the need for additional separate manual training.

09

End-to-end conversation statistics

See detailed statistics about the whole automation pipeline – from Virtual Assistant performance and conversation close rates to human agent responsiveness and customer satisfaction.

Product Video

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Custom NLP already deployed in 8+ languages across Europe.

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Powering more than 250,000 customer queries each month.

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Serving more than 4 million users for our customers.

AlphaAI™ + AlphaChat™

AlphaAI™ Virtual Assistants

Custom AI and Natural Language Processing.

In-house developed AI. Tailor-made flexible algorithms. Inventory of industry specific intents.

Pre-trained domain specific models. Conversation Builder.

Create intents and multi-dialogue. Easy to use interface with no programming skills required. Compact design. API available.

Authentication built into Virtual Assistants. Sales automation.

Personal info for users with authentication. Personalized sales offers to users. Integration with ecommerce product feeds.

Detailed Analytics. GDPR compliant.

Learn what customers say, detect patterns, measure & improve performance. Comply with regulation.

AlphaChat™ Live Chat

Human & AI blending.

Topic prioritization in handover from bots to agents. Prioritize by URL or agent skills. Custom queues and ranking.

Automated Chatbot Training.

AI learns automatically by observing human agents answer customer queries. Decrease the need for manual AI training.

Agent Assist Co-Pilot Mode.

AI gives real time suggested answers to your agents in live chat. Agents can answer quicker and use best performing answers.

All Standard Chat Features.

Agent accounts, ticketing system, team grouping, abandonment rates, ratings, response time measurement and more.

Technology

Custom AI and NLU with an ensemble algorithms.
Confidence scores, thresholds and intent detection in all European languages.

Semantics based models built to work with very limited and small datasets.

Outperforms traditional token based models.

Works in parallel with other methods to boost text understanding accuracy.

Our Partners

AlphaBlues is AWS Select Technology Partner.

Amazon Web Services is the leading cloud service provider globally. AlphaBlues is certified AWS Technical Partner which gives us deep competence and wide insight in building and running custom solutions on the AWS infrastructure. Our team is verified by AWS technical standards and we can assist you with your digital transformation and virtual assistant needs in the cloud. Read more here.

AlphaBlues is part of the PwC Startup Collider program.

The aim is to work with the PwC team in Poland and CEE on joint customer projects. The program chose 12 technological startups from the European region and AlphaBlues was one of them. The companies were selected out of 300 applicants to partner with PwC in Poland to expand their product offering in Central Europe. Read more here.

AlphaBlues is part of the NVIDIA AI startup program.

The program nurtures dedicated and exceptional startups who are revolutionizing industries with advances in Artificial Intelligence and data science. This virtual accelerator program helps startups during critical stages of product development, prototyping, and deployment. We were also one of the few startups in the program that took part of the Deep Learning Summit in San Francisco in 2018. Read more here.

We Integrate With All Major Platforms

Meet Our Team

Indrek Vainu

CEO
Sales, partnerships, product management. Ex-CEO at 70-person data science company. Speaker at tech and business conferences. Harvard educated. Kitesurfing enthusiast.

Hendrik Luuk, PhD

CTO
Artificial Intelligence expert with deep knowledge in NLP, machine learning and deep learning. PhD in neuroscience. Published author. Member of award winning synth-pop band.

Vladimir Rjabkov

Full Stack Engineer
Developing front end modules of the AlphaBlues product and connecting with our API layer. Fluent in React, AngularJS and several web development frameworks.

Sten Koobas

User Analytics and AI Trainer
Analysis of user behaviour and training the virtual assistants for increased accuracy and autonomous work. Competitive football player in the National League.

Karel Koppel

Full Stack Engineer
Skilled React, Node.js, Python and front end developer. Extensive experience with Docker, databases and cloud services.

Andres Tiko, PhD

Backend Developer
Previously worked at CERN as particle physicist in the Higgs boson project. Experience in data analysis (Pandas, Scikit-learn) and backend development.

Karl-Kristjan Kokk

Developer
MSc in Computer Science. Skilled Python and Java developer. Travelling and sports enthusiast.

Joann Klaas

Project Manager
Experience in project delivery and customer communication. Snowboarding fan and sound designer.

Dainis Rudzitis

AI Trainer
Several years of experience in leading customer support teams. Fluent in Spanish, Italian, English, Latvian and Russian. Former radio show host & opera aficionado.

Mari Joller

Advisor
Product and business builder with over a decade of experience in digital and mobile services. Background from Nokia and Virgin Mobile. Harvard Business School graduate.

Join Our Team

We are looking for a JavaScript developer

Who we are & what we do
AlphaBlues (www.alphablues.com) makes customer service better.

We’re the leading Artificial Intelligence company in the region with deep skills in Natural Language Processing and chat automation. Our product enables automating customer service chat. It is already used by major banks and telecom companies in the Baltics and Europe. We are expanding and are seeking for talented individuals like you to join.

Why you should care
It’s up to you. If you have interest in AI and front end development, this is your chance. We’ve got practical experience in deploying machine and deep learning systems to enterprise customers and know the ins and outs of our world. You get to learn from the best in a minimally bureaucratic environment with emphasis on delivering results.

What we expect from you

Experience developing in JavaScript is required. Experience with other JS frameworks (React) is a bonus.
Experience with Python and MongoDB is a plus.
That you are an independent thinker that can look at the big picture and find best ways of achieving goals.
Ability to work with minimal supervision.
Enthusiasm and drive.

What you get in return
Satisfaction. No, for real. You get to work apply your skills in a no-nonsense environment and have major impact on the product and the millions of users that use it. In addition Tallinn city center office with great views and flexible work environment.

What next
Send CV and your github link to indrek (dot) vainu (at) alphablues (dot) com.