The notification platform, Weaver, has been developed in Saga’s software division as a modular product intended to improve communication and serves to facilitate the flow of information

between the Companies and Users. Basically, it unifies communication channels into a single point; specifically ALL channels that are technically possible to integrate. It is independent

of the input communication channels, and the adapters that are in charge of the reception adjust protocol and standardize communication in the desired form.

Weaver collects communication from integrated channels, provides on them defined set of services, automatically responds to messages via bots, or redirects it toward

call center in the event of undefined scenario.

Viber - the concept of public accounts...

What to do with such a large number of integrated data?Communication performed across all channels is stored in a single repository so that the processing, analysis and reporting can be carried out on one integrated location.

The platform analyzes the phrases entered by the users and detects the appropriate actions to be carried out on the basis of these phrases. Entered phrases are not analyzed individually but in the context of previously entered phrases or questions. The solution has a learning mechanism, so in time it will be able to recognize entered phrases better. There is even possibility to do the conversation without following the correct script. If the user did not enter certain things required by the scenario, he will be asked only to supplement the missing data in order to determine the adequate actions.

Multilingualism is supported. Users are recommended to choose a preferred language for conversation, but if they fail to do it, Weaver will try to recognize which language a word is from and analyze the entered phrase based on that.

Interaction channelsInteraction channels are the set of all possible channels that can be integrated with the Weaver platform. The premise is that each channel meets the technical requirements and supports one of the standard integration technologies.

In the case of platform integration with the Contact Center, o�cials within the organization that are responding to the communication may apply the previous experience of using the application from which they are responding. It is possible that several operators respond from the same o�cial address at the same moment.

In addition to sending text messages, sending messages that contain menus, pictures, video files and links is also supported, and all communication is stored in a centralized database. Besides the communication itself, user data that can be later on used for personalized o�ers, analytics or integration with subsystems will be gathered.

Weaver also displays interfaces that can be used for entering direct messages to users (new o�ers, targeted advertisements, etc.), and it can store user data and conversations he had with a ChatBot.

ChatBotChatBots are an innovative way for interaction of brands and end-users who use di�erent platforms for messaging. These are computer programs that mimic a conversation with people using artificial intelligence modules. According to one study, text

messages are read within 3 minutes from the moment of delivery.Text messaging is currently the fastest and most e�ective channel for the exchange of information. Consumers increasingly expect instant answers: when people are behind the screen, the phone and counters, they physically cannot respond to each end user at the same time. ChatBots take care of the consumers’ immediate requirements in a way that they react in any context, and regardless of the time of day.

It is in human nature to always be on the move and accept easier the things we know from experience. End users will now have the opportunity to communicate with their service providers just like with anyone else on their contacts list, using the mechanisms and interfaces they are used to in their daily lives. ChatBots represent a two-way (push and pull) medium in one. Companies can inform their customers about campaigns carried out when they think it is necessary, and users can ask for help from them at any time, and all via one communication channel.

Most of the questions that call centers and contact centers receive are basic and often repetitive. If you set up ChatBot to answer those questions that are of common interest for the company, not only will you save the money, but you will enable customers to get the desired responses without the need for routing the call or waiting.This means that the customer care is raised to a new level, and the cost of its implementation is reduced. ChatBot system is part of omni-channel strategy: bots are functional wherever the customers are. This practically means that the brand will go anywhere and work for itself 24/7! By providing end-users with the service of such time coverage, their interest in maintaining a connection with a particular brand will grow, which basically means that they will have the confidence in other innovative products that they are o�ered.

The concept of public accounts– Integration with ViberViber has introduced "Public accounts" as a communication platform that allows companies to connect with customers around the world. The concept of public accounts enables end users to have communication with the companies and receive answers from them, while maintaining 1 to 1communication experience, where actually a large number of users are served simultaneously.

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