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Vonage Enables Ramco Systems to Offer AI-infused Customer Engagement on the WhatsApp Business Solution via Nexmo Messages API

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Vonage, a global business cloud communications leader, announced that global enterprise software provider Ramco Systems is leveraging Nexmo, the Vonage API Platform to offer the Ramco CHIA virtual assistant to customers using the WhatsApp Business solution.

In today’s market, consumers crave the simplicity and convenience of interacting with businesses in the same way that they do with friends and family, and social channels like the WhatsApp Business solution make that possible. With more than 1.5 billion users globally, WhatsApp stands out by enabling businesses to connect with customers in any part of the world.

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As a WhatsApp Business Solution Provider, the Nexmo Messages API empowers the AI-driven Ramco CHIA virtual assistant to use deep learning and natural language processing to simplify day-to-day HR activities for businesses. With continuous focus on driving simplification through innovation, Ramco built upon its first-generation Transaction Bot to develop different types of enterprise assistants catering to diverse needs including:

  • The Policy Virtual Assistant that instantly supplies company-specific policies which hitherto were stored in Intranet and PDF files;
  • A Support Virtual Assistant that can answer more than 70% of employee queries and help organizations cut their HR shared services cost by half; and,
  • The Ticketing Virtual Assistant that helps users raise an issue ticket in a conversational mode, check and track the issue status, and utilize AI-based instant responses for frequently asked queries that help employees save time.

“Virtual assistants have truly revolutionized the enterprise applications space. With the emergence of AI and machine learning, virtual assistants like Ramco CHIA have been infused with cognitive capability that understands the user and prompts them with details even before they ask,” said Virender Aggarwal, CEO, Ramco Systems. “We are excited to leverage the Nexmo messaging APIs to offer this capability our customers using the WhatsApp Business solution. Being available on a platform that is most accessed by the millennial workforce is key to increasing the adoption. We will continue to focus on our end goal of Zero UI by keeping our R&D as a priority.”

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“The Nexmo Messages API makes it simple and cost-effective for businesses to engage with customers around the world via the channels they prefer,” said Sunny Rao, Vice President & GM Asia Pacific & Japan, Vonage. “Empowering brands the opportunity to leverage the Ramco CHIA virtual assistant on popular channels like WhatsApp Business, allows these companies to reinvent their business models with a more modern, personal way of providing services and support.”

While virtual assistants are primarily text-based, Ramco has integrated its solutions with voice activation via Google Assistant as well as Amazon’s Alexa. In addition to English, Ramco CHIA supports multiple languages available under Microsoft’s Louis platform and has built-in cognitive capability to learn and prompt users based on his role and past patterns. Over time, the bot improves contextual awareness, gets smarter and anticipates users’ needs based on their behavioral pattern, and even prompts actions as needed.

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