Aikon Labs: Making Customer Interactions meaningful through API-Enabled Platform
According to a recent study by Grand View Research, Inc. the global Customer Experience Management (CEM) market is anticipated to reach USD 23.6 billion by 2027. Surging demand for personalized experience by customers across different industries is the key trend driving the market growth. Most business organizations have understood the importance of CEM as it ultimately helps in boosting business revenue. Furthermore, advancement in technologies is revolutionizing the way customers react and interact with the brand across multiple channels.However, most of the interactions between employees, or employees and customers, or any other stakeholders in an organization happen in an unstructured manner over channels such as email, chat, phone calls, or even video conversations and these interactions tend to be sliced and stored in siloed systems of record. As a result, this rich unstructured data stored in an archive quickly turns dark.
This is where Pune headquartered Aikon Labs comes into the picture. Aikon Labs - a product startup thats on a mission to augment every knowledge worker with artificial intelligence. Their platform, iEngage.ai transforms the way enterprises capture, curate and re-use knowledge. iEngage blends into the organisations technology stack to make interactions and conversations more meaningful. While conversations are the primary source of knowledge for iEngage, it also connects the dots between Standard Operating Procedures, Knowledge Base articles, FAQs and other structured data that is collected an stored by enterprises. that solves enterprise problems using AI, has a different take on customer experience and addresses the aforementioned challenge through its passive API enabled platform - iEngage. iEngage blends seamlessly into the Enterprise technology stack to make interactions more meaningful. This platform leverages knowledge that has been gleaned from conversations, standard operating procedures, knowledge base articles, and FAQ’s to augment the point of interaction. iEngage has evolved from being focused on fostering innovation in a global community to becoming a central reusable repository of information, insights, and intelligence derived from interactions that happen inside and outside of enterprises.
Blend human and machine intelligence to create context from conversations. Automatically tag, extract entities and create a context for each interaction
By using AI, iEngage can be plugged into various channels by organizations, to automatically tag, classify, extract entities and create a context for each interaction. Not just that, iEngage also features a full-fledged BPMN and case management function (over API) to move
interactions that have been flagged using the AI into user-defined workflows, which can be easily tracked to their conclusion or changed visually without changing code.
“We are a company that helps build reuse knowledge from conversations and interactions, as we firmly believe that knowledge is a key pillar to creating great experiences across stakeholders,” says Dilip Ittyera, Founder & CEO of Aikon Labs.
Finding deeper insights - hidden connections and patterns
“Our focus is on capturing and reusing knowledge that people exchange while interacting with customers or amongst employees. Also, we use AI not just to make sense of the data, but also to discover and pattern the relationships between the seemingly disparate points to create an organization-specific knowledge graph that can be used to find deeper insights and power automation. Also, for us AI is not artificial intelligence rather it is Augmented Intelligence, which is a harmonious symbiotic mix of machine and human intelligence to create a delightful customer experience,” he adds.
Organizations need not replace existing systems, as iEngage makes it possible to augment existing systems like chatbots, live chat, CRM’s, Support Ticket management systems, and even call centers, which makes iEngage unique from the other platforms, using APIs to add more capabilities to existing systems.
The Road Ahead
Having carved a niche for itself in this landscape, Aikon Labs is currently currently working on a project to completely re-imagine how customer self-service can delight customers, this project will intelligently connect user to a thriving online-user community, a state-of-theart IoT platform for product information and customer support team to ensure quick, timely and relevant support whenever a customer needs it. Aikon is also working on a new product to bring sanity back to Slack for internal communication and collaboration, using iEngage.ai.working on a project to amaze its customers actively engaged in the product user community by providing feedback or helping other customers. Also, the company has embarked on a new product aimed at companies that use Slack for internal communication and collaboration.
“We are a company that helps build reuse knowledge from conversations and interactions, as we firmly believe that knowledge is a key pillar to creating great experiences across stakeholders,” says Dilip Ittyera, Founder & CEO of Aikon Labs.
Having carved a niche for itself in this landscape, Aikon Labs is currently currently working on a project to completely re-imagine how customer selfservice can delight customers
Finding deeper insights - hidden connections and patterns
“Our focus is on capturing and reusing knowledge that people exchange while interacting with customers or amongst employees. Also, we use AI not just to make sense of the data, but also to discover and pattern the relationships between the seemingly disparate points to create an organization-specific knowledge graph that can be used to find deeper insights and power automation. Also, for us AI is not artificial intelligence rather it is Augmented Intelligence, which is a harmonious symbiotic mix of machine and human intelligence to create a delightful customer experience,” he adds.
Organizations need not replace existing systems, as iEngage makes it possible to augment existing systems like chatbots, live chat, CRM’s, Support Ticket management systems, and even call centers, which makes iEngage unique from the other platforms, using APIs to add more capabilities to existing systems.
The Road Ahead
Having carved a niche for itself in this landscape, Aikon Labs is currently currently working on a project to completely re-imagine how customer self-service can delight customers, this project will intelligently connect user to a thriving online-user community, a state-of-theart IoT platform for product information and customer support team to ensure quick, timely and relevant support whenever a customer needs it. Aikon is also working on a new product to bring sanity back to Slack for internal communication and collaboration, using iEngage.ai.working on a project to amaze its customers actively engaged in the product user community by providing feedback or helping other customers. Also, the company has embarked on a new product aimed at companies that use Slack for internal communication and collaboration.
