Mima assists customer service operators by prioritising feeds and removing the repetitive and time-consuming tasks – so that they can respond faster and provide a superior customer experience. Mima uses artificial intelligence to process the huge volume of customer queries generated online and on social media. Mima is one of our most exciting new projects currently in development.
Customer service teams struggle to cope, particularly during periods of disruption. The typical customer response time during disruption is 25 minutes. Customers expect and require fast access to real-time information.
To deal with these peaks in customer interactions, companies have an ‘all hands on deck’ approach – bringing in extra resources from other teams, and often working long hours. These periods are stressful and expensive for customer service teams.
One in four social media users in the UK frequently reverting to social media to ask questions, make complaints, or share information rather than pull information from the provided channels.
With Mima, we can give companies a tool that will allow them to handle disruption more effectively and improve their customer service – particularly during periods of service disruption. Mima uses the latest developments in natural language processing and artificial intelligence to build a tool that can collate users’ complaints and queries on social media. Mima can then flag common complaints to the operator, respond automatically to common sets of queries, and sift through users’ posts for the most serious safety and security concerns.
Mima monitors Twitter and other social media feeds for relevant complaints and queries.
Mima can automatically generate and distribute responses to common or easily-answered questions.
Mima can sift through the data for serious safety or security concerns, and flag them for appropriate follow-up
We are building Mima using a combination of artificial intelligence techniques and our own proprietary algorithms.
Essential to the operation of Mima is effective and cutting-edge natural language processing, which is applied to social media posts as well as other online feeds.
Mima uses machine learning technology to improve its sensitivity and get ‘smarter’ the more it is used.
We designed and developed a user interface for a system that monitors financial trading communications.
We built a system that opens up the diagnosis of eye disease to crowdsourcing, allowing users to learn while annotating pictures of retinal scans.