XAPP AI: Reimagining AI-Driven Natural Conversations for Enterprises

Pat Higbie, Co-founder and CEO
The conversational AI market is expected to grow to more than $15 Billion by 2024 as enterprises are working to increase engagement with their customers across channels. XAPP AI is helping to fuel this growth driven by their belief that all digital interfaces will soon be conversational. It’s a massive market opportunity that is being fueled by consumer demand and AI, but the underlying machine learning technology is not magic—it has to be taught about a business just like new employees need to be taught. The problem is that making conversational experiences easy for customers gets really complex, really fast. Think about going up to coffee shop drive through and ordering a “Oneshot, medium, skim, no-foam, extra hot latte”. This is a high ROI use case with 80,000 combinations of drinks and over 2 million permutations or ways customers will ask for them. It is really hard to understand these types of multivariable requests even with the world’s best AI.

XAPP AI’s machine teaching technology enables businesses to thrive within this complexity to create custom virtual assistants that feel natural and delight customers. XAPP AI Optimal Conversation Studio (OC Studio) provides machine teaching cloud services that leverage the world-class natural language understanding (NLU) AI from AWS, Google Cloud and Microsoft Azure to create and continually optimize high value, omni-channel virtual assistants.

Teaching enterprise virtual assistants starts with collecting data from a wide variety of sources including data models, databases, transcripts from phone calls and webchats, and conversational designers. OC Studio provides an automated workflow for capturing the corporate knowledge inherent in this data to teach and continuously improve the AI models that enable virtual assistants to understand users and respond intelligently. OC Studio also automates model testing across all the leading conversational platforms including Amazon Lex and Alexa, Google Dialogflow and Azure LUIS. Subsequently, it helps in the deployment and on-going management of the conversational AI model across all channels including phones, smart speakers, web chat, Facebook Messenger, and so on. Additionally, with the model up and running, OC Studio collects live data from users across all the channels to facilitate continuous improvement of the virtual assistants.

OC Studio is the result of years of research and development, which enables it to handle very complex, multivariable requests that make customer experiences feel natural to users.


OC Studio made it possible to create a custom virtual assistant that understands natural language consumer requests with millions of combinations and permutations. The result is a natural and engaging customer experience using multiple NLUs and spanning several voice and chat channels

Pat Higbie, Co-Founder and CEO of XAPP AI shares a customer success story of a global consumer products company that was looking to provide a conversational voice experience for recipe searches. “OC Studio made it possible to create a custom virtual assistant that understands natural language consumer requests with millions of combinations and permutations. The result is a natural and engaging customer experience using multiple NLUs and spanning several voice and chat channels,” extols Higbie.

Conversational Self Service for Contact Centers

XAPP AI also provides a pre-packaged solution for contact centers to reduce agent call volumes and provide responsive, 24x7 self-serve customer support through chatbots, virtual assistants and conversational voice search. The solution, which is available in the AWS Marketplace, can be configured and launched quickly by subject matter experts without any conversational AI experience. And, because it is hosted on OC Studio it can be enhanced to support advanced transactional use cases across a wide range of channels.

Curt Kolcun, Co-Founder and Executive Chairman of XAPP AI is the former Vice President of U.S. Public Sector at Microsoft and is a legend in enterprise software sales. Michael Myers, Co-Founder, CTO and Head of Product, and Pat Higbie have 20 years of combined experience in conversational AI and hold six patents. OC Studio hosts over 1,200 voice applications and customer service solutions.

Company
XAPP AI

Headquarters
Northern Virginia

Management
Pat Higbie, Co-founder and CEO

Description
Xapp AI is a Northern Virginia-based company that offers machine teaching technology, enabling businesses to create custom virtual assistants that feel natural and delight customers. The company’s Optimal Conversation Studio is a suite of cloud-based machine teaching services that leverage the world-class natural language understanding (NLU) AI from AWS, Google Cloud and Microsoft Azure to create and continuously optimize omni-channel conversational AI virtual assistants that understand users and respond to them intelligently. XAPP AI also provides a pre-packaged solution for contact centers to reduce agent call volumes and provide responsive, 24x7 self-serve customer support through chatbots, virtual assistants and conversational voice search

XAPP AI