exclusively focus on the franchising space, but serve all industries that employ the franchising business model,” explains Co-Founder and Chief Executive Officer Raphael Rajan. This bot is not just another tool; it’s a comprehensive solution that excels in handling support-level inquiries that have a solid knowledge base behind them. “It’s a conversational bot for franchisees that exists on all of the channels that they’re used to. So if they’re used to sending a text, email, WhatsApp, Slack, etc., they can now message it with any questions and, within 15 seconds… it summarizes a succinct response with the right links, the right images, the right videos, etc, and sends it back to them,” Rajan says. Additionally, if the bot can’t generate a response, it immediately loops in the right support person, alerting them that the franchisee needs support. Raphael and team recognized that support in franchising isn’t one-dimensional. There are two key aspects: knowledge-based support and servicebased support. While the bot handles the former with ease, the latter often involves more complex tasks, such as IT provisioning, procurement, and accounts management, which typically require human intervention. This realization led to a significant breakthrough.The EZee Assist team is now expanding its AI solution to cover both knowledge-based and service-based support queries. The upcoming feature, expected to roll out in Q4, will allow the bot to discern between these two types of inquiries, routing service-based questions to the appropriate personnel while efficiently managing knowledge-based queries. What the EZee Assist team has found to be equally important is for the bot to be proactive and capable of sending “smart” information to the franchisee before they realize that they’ll need it. 256 BUSINESS VIEW MAGAZINE VOLUME 11, ISSUE 09
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