Technology
World Leaders
MyCyberTwin virtual agents are high-IQ artificial intelligence (AI).
We are a new generation of AI technology. This is because our AIs can handle complex queries with high accuracy and human-level performance. For example, in financial services we can handle 94% of all customer queries, including helping customers make complex product decisions and troubleshooting. We outperform humans in support and sales performance.
MyCyberTwin virtual agents are used by 3 Fortune 100 companies, and hundreds of smaller businesses to:
- increase sales
- improve customer satisfaction
- reduce costs
MyCyberTwin Virtual Agents are also the first AI to be easy to train. They can even teach themselves. This makes them less expensive to set up and manage than previous generations and competing technologies.
Our Virtual Agents are also highly successful in a media entertainment environment. In deployments with large media companies, we push up average engagement from a session lasting one or two clicks, to 20 minute average sessions, with 8% of the audience talking for an hour or more. When our chatbots are not identified as a virtual person, 95% of the audience believe they are talking to a human. Of the 5% who work it out, only 0.5% stop the interaction.
We are the world leader in gold standard chat robots.
Large, Happy Clients
We provide customer support for some of the biggest companies in the world including major banks, government agencies, insurance giants, NASA and others.
“The conversion rate, once we started doing this on our credit card site, went up exponentially,
and our customer satisfaction with that process has gone up as well.”
Steve Collier, General Manager of Sales Performance, NAB, Aug 2008
We have also provided an engaging experience to media giants such as PBL Media (Australia’s largest media company, which owns half of MSN).
Where do MyCyberTwin virtual agents live?
MyCyberTwin brains can live in many places. They’re often found inside live chat handling customer support and sales, but they can also exist in mobile phones, virtual worlds, online games, machines and almost any place you can dream of!
Our virtual agents can also speak any language you want them to.
Performance
But how do they perform? Well, fortunately, we have been able to deploy MyCyberTwin virtual agents in places where humans have gone before, such as live chat, and run side-by-side comparisons of performance. The results are profound.
| MyCyberTwin virtual agent | Live human chat | Live human Phone(Bank XYZ phone) | |
|---|---|---|---|
| Conversion | Doubles sales, compared to human chat (% of website visitors who select a product and complete an application form) 4-8% | 9 – 14% | |
| Accuracy /Resolution Rate | 94% | 67 % | 81% first contact resolution rate |
| Good answers (represent brand well, consistent, legally compliant) | 100% | 56% | 68% Customer satisfaction * |
| Deflection | If the MyCyberTwin virtual agent was NOT available- 64% of surveyed visitors would have called- 14% would have emailed | ||
| Response Time | < 3 seconds | 2.84 minutes per question | 62% answer in less than 10 seconds |
| Length of chats (question-answer pairs) | 5 | 2.62 | unknown |
| Chats cut short / abandoned before answered | 0 | 15% (blind calls)33% (transcripts) | 14% abandoned |
| Staff attrition(% annual agent Turnover) | 0% | 24% | |
| Staff Absenteeism | 0% | 11% | |
| Agent utilization(% talk time) | 100%, 24 hours a day | 59% | |
| Number of concurrent chats | A few thousand simultaneous chats per second per server | 3 | 1 |
We significantly increase conversions. There is always an uplift. We frequently double the number of visitors to a website who choose a product and go on either to complete a purchase or application process. We deflect a large volume of calls away from the human contact center.
In large customer surveys, we found that if the MyCyberTwin chatbot was NOT available
- 64% of customers would have called the contact center
- 14% would have emailed
- 10% would have gone away and stopped browsing
This means that for every million chats your MyCyberTwin virtual agent has, you save 780,000 contacts with your contact center.
Customer satisfaction goes up significantly because our virtual agents answer instantly and are highly accurate as they are able to remember thousands of bits of information. We reduce dropout in application forms, self-help troubleshooting and other complex processes.
In a media environment, MyCyberTwin chatbots massively increase engagement and help customers to form a deep, connected relationship with a brand ambassador.
The latest CyberTwins, live in smart phones, where they act like Siri Artificial Intelligence. They give Siri capabilities to Android and other devices.
Our smart personal assistants have these features compared to Siri:
Task Performing Agent
CyberTwin assistants do things on your behalf. For example, instead of simply saying “dialling restaurant now”, and leaving you to do the work of the phone call, a CyberTwin can actually make the call, have a chat, confirm a reservation, and report back to you, all on your behalf.
Intent and Context awareness
CyberTwins run a sophisticated dynamic personalization and context awareness system, to allow for your unique preferences and individual needs.
Conversational
With the benefit of 6 years of online chat in multiple environments, CyberTwins have a massive conversational brain, able to engage and provide companionship.
Multiple Personalities
CyberTwins are not a single, static personality. Our patented approach allows for the creation of different personalities.
Ease of creation
The CyberTwin platform is highly scalable and easy to use, Our creators do not need to be software engineers or write in special scripting languages. We specialise in rapid scale into high volume, high accuracy environments.
Supporting Humans
MyCyberTwin virtual agents support humans and set them free for more valuable tasks. Our virtual agents can also outperform humans as they
- sell more
- cost less
- increase customer satisfaction
- are trained only once, then get smarter and smarter
- work towards specific objectives, for example cross-selling or encouraging self help
- are absolutely legally compliant. Every utterance is on-brand and 100% accurate
- report in great detail on every aspect of interaction with your customers
- are more secure. No motivation to steal and can handle secure account support
- can talk to thousands of people at once, every moment of every day
- can develop a composite, personalized picture of your interactions with a customer
- can work across different channels and in different environments
Read more about how MyCyberTwin virtual agents perform relative to humans, allowing humans to do more interesting work.
Leapfrog Live Chat
MyCyberTwin chatbots outperform human live chat, as they are more accurate, secure and can easily go places humans can’t go, like secure account support. However, if you want to keep human chat, we will happily integrate for Enterprise accounts.
Leapfrog Old Technology
Our virtual agents are much more flexible and enjoyable to talk to than rigid menu-driven systems like IVR. MyCyberTwin brains have thousands of ‘nodes’, and a customer can start and move around any way they want to. Despite this, our virtual agents are easier to change than IVR systems. Each conversation is highly personalized. In over 40 million interactions, we have never had the same conversation twice.
Introduction to the MyCyberTwin Platform
The MyCyberTwin technology platform was specially designed from the beginning with artificial intelligence at its core. It provides a user with the powerful and compelling capability to easily design and deploy a CyberTwin anywhere on the Internet. The technology is 100% proprietary. We conceived it, we named it, we designed and created it and we are now offering it to users.
When a CyberTwin is created using the platform, it lives online 24/7 and is available to chat to millions of real people at the same time. Every CyberTwin that is born inherits intrinsic intelligence from the platform. This means that CyberTwins are born with an intelligent digital brain that is ready to think and handle whatever will be thrown at it by real people during a conversation.
From a user point of view the technology gives a user the ability to have their own MyCyberTwin account, which they can use to create and maintain their CyberTwin. A CyberTwin lives in multiple online environments at the same time. For example, the very same CyberTwin could be deployed to a website, an IM application and a virtual world, chatting to millions of people at the same time. The platform does all the hard work to deliver this capability in a seamless way.
CyberTwins are always online and always chatting. They can be deployed anywhere and everywhere. As long as there is an Internet connection, a CyberTwin can be made available, whatever the environment may be. Also, the platform is scalable. This means that no matter how many chats a CyberTwin is expected to handle, we simply add more servers to our platform to handle the traffic. Also, since our tools allow a user to manage their own CyberTwin, we focus on technology while users focus on creating and maintaining their CyberTwin. The platform supports well known security protocols and for enterprise users, it can be deployed behind their firewall if necessary.
Platform Features
Deploy to Multiple Environments
The platform supports the deployment of CyberTwins into multiple environments: web pages, blogs, IM applications, virtual worlds and online games to name a few. It is usually just a matter of dropping a link inside a page or a couple of lines of code. In the case of IM, CyberTwins can sign in to your IM accounts for you and talk to people on the contact list. It can be doing this the same time as it is chatting to people on your website. The following image shows a typical CyberTwin deployment on to a web page.
Profiling
CyberTwins can generate profiles on the people they chat to. The way some one answers a question or expresses themselves can tell a CyberTwin a lot about that person. For example, are you interested to know whether a customer is ‘high value’ or ‘low value’ or whether they are ‘happy’ or ‘disappointed’? Via CyberTwin profiling you can learn whatever you like about the people your CyberTwin chats to. You define what you want to know about people and let the CyberTwin go to work and generate the profile automatically and dynamically during chat.
Personality Styles
Inbuilt into and an integral part of the platform is the personality component. You simply select the personality style you want your CyberTwin to have and let the platform take care of the rest. For example, would you like your Twin to be “intellectually curious and warm hearted” or “down to earth and a bit rude”? It’s up to you!
Automatic Learning
A crucial characteristic of the platform is the ability it gives to CyberTwins to automatically learn. While you may do a great job in building your CyberTwin with accurate and relevant content, there is always room for improvement once the CyberTwin is live and talking to real people in the real world. Real people say all sorts of things in weird and wonderful ways. If the CyberTwin does not quite recognize something, it can automatically learn and improve itself and ask you to confirm what to remember and what not to remember.
Chat Engine
This is the engine room of the system. It is responsible for bringing together all the various components of the platform during real time chat and ensuring that a smooth, natural, real conversation is delivered.
Fuzzy Search and Retrieval
The platform relies on sophisticated search and information retrieval algorithms to sort through, match and organize the unique universe of conversational content. These algorithms are super quick and designed to handle large volumes of data and run in real time to help produce compelling chats.
Reasoning & Decision Making
CyberTwins reason and can make decisions according to the context of the conversation they are in. For example, they do not always respond the same way to the same question. They have the ability to consider profiling information about a person and remember chat history to make informed, personalized decisions in real time during a chat.
Knowledge-base
The MyCyberTwin conversational knowledge base is used by many other components of the system. It provides knowledge, information on subject areas and described relationships between ‘things’. The creation of this knowledge base is the result of automatic data mining algorithms and thousands of hours of human editing via the tools in our platform.
Visual Tools
These tools give an ordinary user the powerful ability to easily create their own CyberTwin. Traditionally, creating an intelligent chat robot was only in the hands of computer scientists and engineers. Our visual tools give a CyberTwin creator the ‘drag and drop’ and ‘cut and paste’ method of design. You can think of these tools as a Microsoft Word way of designing an intelligent chat robot.
Conversation Records and Reporting
All conversations that your CyberTwin has are stored and available for your perusal at any time. Also, you can generate all sorts of detailed reports on different aspects of your CyberTwin. For example, are you interested to know which are the top 10 questions people are asking your CyberTwin or at what point the conversations mostly end? You can learn all this and more via reports.
3D, Animation and Voice
CyberTwin brains are able to have real-life, full-body 3D avatars that speak with real voices. The platform delivers this via Flash so that users do not have need any special client side application to experience the CyberTwin.
HTTP API
The platform is accessible via our extensive HTTP API. Developers can create their own custom application and features by hooking in to the API.
White Papers
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White Papers
MyCyberTwin Performance Presentation. Click here
The Business Case for CyberTwins. Click here
Case Study: Financial Services. Click here
MyCyberTwin & Live Chat. Click here
MyCyberTwin vs Competitors. Click here
The Difference between Enterprise and DIY CyberTwins.Click here
Live chat uptake in Asia. Click here
Academic papers
Laws of Managing Robot-Human Interaction. Liesl Capper-Beilby. Click here
MyCyberTwin – An Artificial Intelligence Platform for the Creation of Chat Robots. Dr John Zakos. Click here
CLIVE – An Artificially Intelligent Chat Robot for Conversational Language Practice. Dr John Zakos. Click here