CHENNAI: In a significant move to enhance its IT services, Ramco Systems, the enterprise software arm of the Ramco Group, has launched a conversational AI chatbot named Chia aimed at automating customer support requests. This initiative marks a new phase in the company’s growth strategy as it seeks to streamline its operations and improve customer engagement.
Chia is specifically designed for enterprises to automate complex customer support interactions reliably, thus reducing manual effort, minimizing response times, and lowering operating costs. By doing so, it enables businesses to deliver superior customer experiences at scale. Abinav Raja, Managing Director of Ramco Systems, noted during a press briefing that the chatbot was initially developed for internal use, but the company quickly realized its potential to enhance customer satisfaction and productivity, prompting them to offer it to external clients as well.
Raja explained, “We were solving this for our use internally, and realized we were able to handle a lot of deflections as customer satisfaction and productivity are better. So we felt we should definitely roll out to the customer.” The integration capabilities of Chia with Ramco’s ERP products in areas such as aviation, HR, and payroll also make it an attractive option for clients. Raja highlighted that Chia can be offered independently, further broadening its market appeal.
The introduction of Chia is part of a larger strategy, as Ramco Systems plans to roll out additional AI chatbots across its ERP offerings in various sectors, including finance and human resources. Raja further stated that the AI chatbot is capable of resolving 50-55% of customer queries without the need for human intervention, a significant efficiency boost for customer support teams.
At the core of Chia lies a no-code AI Agent Foundry, which allows customer experience teams to design, configure, and deploy AI agents using straightforward English instructions. This feature is aimed at reducing dependency on engineering resources, enabling quicker implementation cycles. The chatbot’s Natural Language Workflow (NLW) capabilities allow non-technical teams to establish AI logic for various processes, such as refund eligibility or booking validations, using simple language. This design approach ensures that the system translates these rules into actionable AI behavior, thus minimizing errors commonly associated with AI “hallucinations.”
Organizations can expect to deploy their first AI agent within weeks, which significantly accelerates the time-to-value for implementing AI solutions. This rapid deployment is crucial for businesses looking to adapt to evolving customer expectations and enhance operational efficiency through technology.
Ramco’s entry into the AI chatbot space underscores the growing trend among enterprise software companies to leverage artificial intelligence to improve customer interactions. As businesses increasingly seek innovative solutions to manage customer inquiries effectively, tools like Chia are poised to become essential components of digital transformation strategies.
The launch also reflects broader industry movements toward automation and AI, as organizations look to optimize their resources and enhance user experiences. With Chia, Ramco Systems not only aims to meet immediate customer needs but also positions itself as a forward-thinking player in the global enterprise software market.
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