Andrei Papancea_NLX

aiTech‌ ‌Trend‌ ‌Interview‌ ‌with‌ Andrei Papancea, CEO & Chief Product Officer at NLX

Can ‌you ‌tell ‌us ‌more ‌about ‌NLX ‌and ‌the ‌conversational ‌experiences ‌that ‌you ‌enable organizations ‌to ‌build ‌and ‌manage?

NLX is a SaaS-based conversational AI company that empowers organizations to create best-in-class voice, chat, and multimodal self-service experiences. Our platform, Conversations by NLX, has everything enterprise businesses need to deliver delightful experiences to your customers that drive real value. NLX’s no-code platform makes it easy for both technical and non-technical teams to build, manage, and analyze all automated conversations in one place. And if you’d rather take a hands-off approach our team can be deployed to build and support end-to-end experiences in collaboration with you.

How ‌does ‌NLX ‌personalize ‌conversations ‌and ‌make ‌them ‌highly ‌scalable?

NLX integrates with virtually every digital channel and system, helping your business leverage all of its omnichannel investments to craft the perfect self-service experience. This includes out-of-the-box integrations with each business’ customer data platform (CDP). When Conversations by NLX is connected with a brand’s CDP, it pulls in customer information based on a phone number, email address, ID, etc., and uses information associated with the customer throughout the call.

For example, let’s say a customer is calling your business to reschedule a massage. The virtual assistant you created in Conversations by NLX can not only answer the call but reference the phone number calling in to greet the customer by name and ask if they are calling about their upcoming appointment on time/date.

You can get a better idea of how our personalization works for you by trying our free demo for booking a flight, password reset, or getting a new credit card here.

What sets NLX apart from other conversational AI platforms in the market?

Conversations by NLX is the most scalable and cost-effective conversational AI platform on the market delivering world-class customer experiences that meet the scale, complexity, and compliance standards of enterprise organizations. Our use of multimodal conversational AI is unmatched by anything else on the market today, enabling brands to leverage their entire suite of omnichannel solutions through fast, pre-built integrations that save businesses valuable time while meeting customers where they are. Furthermore, we provide complete control over the tone of voice, branding, and style of your conversations to mirror your guidelines, in addition to service in 65+ languages. We’ve thought of nearly everything. And it’s all designed to deliver an exceptional customer experience that delights and delivers value.

Can you give us an example of a successful implementation of NLX’s conversational AI technology for a customer?

From password reset to managing a flight, to employee check-in, to front-end dental appointments, there are so many ways conversational AI can be used to help automate various processes throughout a business. Click here to check out our case studies page, or click here to experience the NLX difference yourself!

What ‌are ‌some ‌new ‌and ‌innovative ‌ways ‌in ‌which ‌NLX ‌is ‌leveraging ‌conversational ‌AI ‌technology?

Recently, NLX has incorporated an out-of-the-box integration with OpenAI’s large language model, GPT-3. The addition of Generative AI capabilities such as those provided by OpenAI means brands can augment and expand NLX-powered self-service conversations to include ChatGPT’s human-like conversational abilities. The outcome is more contextual stakeholder conversations that increase user engagement. NLX has the guardrails to help brands effectively and efficiently use GPT-3 to their advantage.

Over the past few weeks, we’ve also announced new plug-and-play integrations with technology major businesses are already using, like Twilio and Genesys. These integrations are on top of the pre-built channel and system integrations with Zendesk, Slack, Microsoft Teams, Facebook Messenger, etc., and a suite of AWS solutions: Amazon Connect, Amazon Lex, Amazon Pinpoint, Amazon Chime SDK, and more!

How ‌does ‌NLX ‌measure ‌the ‌success ‌of ‌its ‌conversational ‌AI ‌solutions ‌for ‌its ‌customers

When our customers – and their end-users are happy – then we’re happy. We measure the success of our conversational AI solutions the same way many organizations do, using KPIs like customer satisfaction, increases in automation, and decreased average agent handling time. These KPIs are all accessible from our fully customizable (and PDF-able!) data analytics dashboard within the platform.

As a B2B SaaS company, we also look at how we can maximize our client’s time building, managing, and analyzing all their chat, voice, and multimodal conversations. Whether it’s building out-of-the-box integrations, enhancing platform features like web scraping and alerts/monitoring, or deploying our team to build and support a brand’s end-to-end experiences, we do it all.

The biggest emerging trend in the conversational AI space in the next few years will be multimodal. Over the past decade, businesses have expanded from single-channel to multi-channel to omnichannel support. Until now, Conversational AI hasn’t truly been able to maximize an omnichannel environment. For example, OpenAI’s GPT-4 uses multimodal generative AI to support both text and image queries. In the future, you could engage in a voice conversation with your coffee machine, which then texts you a picture of which kinds of coffee grounds you’d like to order over the next month. Multimodal conversational and generative AI will continue to expand into new industries and use cases over the next few years, bringing more engaging, human-like digital experiences to the masses.

The other major trend we see is personalization. Customers opt-in to offering companies their data by signing up for newsletters, accepting cookies, etc. But in return, they expect brands to use the data provided. NLX is leaning into this trend by providing brands with easy, out-of-the-box integrations that allow customers to leverage their customer data platforms within a conversation for faster, uniquely customized to the end-user, self-service. 

How does NLX ensure the privacy and security of user data in its conversational AI solutions?

NLX is SOC2 Type II, HIPAA, and GDPR-compliant. The platform uses end-to-end encryption and PHI/PII data masking to ensure the privacy and security of its user data in its conversational AI solutions. Furthermore, NLX is not a customer data platform – though we do offer out-of-the-box integrations with them! If your brand’s CDP is secure, then your user data and privacy through NLX is secure.

What ‌advice ‌would ‌you ‌give ‌to ‌organizations ‌looking ‌to ‌implement ‌conversational ‌AI ‌technology ‌in ‌their ‌business ‌processes?

Don’t wait to get started! It doesn’t matter if your contact center infrastructure is on-prem, entirely cloud-based, or somewhere in between. NLX has the tools and technology to help your business alleviate pressure on your call centers while upgrading the customer experience through personalized automation. NLX is super easy to get started and our team of experts is there to guide you throughout the building, managing, and analyzing process to ensure you have the best results.

Bio for Andrei Papancea,‌ ‌ CEO & Chief Product Officer of  NLX

Andrei is the CEO, chief product officer, and co-founder of NLX, a leading customer self-service automation solution. Its conversational AI software-as-a-service (SaaS) products help brands transform their customer interactions into automated, personalized self-service experiences. Prior to co-founding NLX, Andrei built the Natural Language Understanding platform for American Express (AmEx), processing millions of conversations across AmEx’s main servicing channels.

Bio ‌for, ‌ NLX

NLX® strives to be the leading customer self-service automation solution. Its Conversational AI SaaS products help brands transform their customer interactions into automated, personalized self-service experiences. Customer-contact organizations use NLX’s comprehensive, low-code approach to quickly design, build, and manage all their customer conversations in one place, and benefit from NLX’s cost-effective pay-as-you-go pricing model with no hidden fees or service charges.When implemented, NLX empowers a brand’s customers to resolve their own inquiries at their own pace — with no wait time or frustration.

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