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News : IFFCO Empowering Farmers with Oracle Chatbot, AI-driven Cloud

#contactcenterworld

New Delhi, India, Oct, 2019 -- The Indian Farmers Fertiliser Cooperative Ltd (IFFCO) is generating massive amount of data that needs to be analysed, parsed and used for predictive maintenance at its plants and enhance the productivity of farmers.

At the forefront of technology adoption in the Indian agriculture space, IFFCO along with Cloud provider Oracle is trying to take the benefits of emerging technologies like Artificial Intelligence (AI) to farmers – bet it voice-enabled chatbot, user-friendly portals or Oracle Autonomous Database for analysing data.

"Oracle is a big innovator of technology and we are with them for the last 25 years. We are looking at their Autonomous Data Warehouse to utilize our data of last 30-35 years in the most efficient way. My mission is to move along with Oracle to lift and shift the entire database from on-premises to the Cloud," AK Gupta, Head-IT, IFFCO, told IANS in an interaction.

"Cloud will give us the flexibility to explore all kinds of workloads, give us highest level of up-time and value for money. Our aim is to reduce dependency on on-premises data centre and completely move our workloads to Oracle cloud," Gupta added.


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When IFFCO piloted Oracle chatbot, it was initially text-based.

"We went for voice integration so that our users should be able to access the required information using a mobile via voice," he said.

"We had good experience of working with Oracle intelligent bot. In India, we speak English in various accents. We found that Google Assistant's performance was quite good on this front.

"These verticals are seamlessly integrated with Oracle chatbot, Google Assistant and our own Oracle EBS and the legacy applications. All the four dots have been connected, seamlessly," Gupta informed.

According to him, the aim is to take the chatbot to all cooperative societies and farmers to solve their queries.

"Most importantly, the goal is to make it multi-lingual because the head of the cooperative society is also a farmer and if we give the bot capabilities to speak in Tamil, Marathi or Gujarati, it will be able to connect more people, especially in rural areas. Our roadmap is to make it multilingual," he noted.

According to him, all IFFCO employees and stakeholders -- retailers, wholesalers, consumers and farmers should get the benefits of new technologies.

IFFCO has also launched a portal where a farmer can sell products and a buyer can buy those directly at the digital marketplace. This is a multi-lingual platform, available in 13 languages.

"To uplift rural youth and increase the income of the farming community, we have developed a portal, www.iffcoyuva.in. That portal is being used from skill development to generating employment," informed the IFFCO executive.

The portal offers free services to employers and people. They can post job requirements and candidates can apply for jobs like plumber and electrician.

This portal is available in 12 languages. 

"An MBA can easily go to naukri.com and look for a job but a plumber can't. The moment you login to www.iffcoyuva.in, you can easily search for relevant jobs and post your requirements," said Gupta.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://morungexpress.com


Today's Tip of the Day - Voice Mail Cleanup

Read today's tip or listen to it on podcast.

Published: Monday, October 21, 2019

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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