The bot’s ability to efficiently address these queries has made it an invaluable resource for franchisees. It also resolves the problem of having too many resources across too many platforms by centralizing data without the need to migrate to a new platform. “We did not want to turn ourselves into another file management system… where we have to tell a franchise system to migrate all of their content across all of their platforms… we think of ourselves as a connector of all the existing platforms,” explains Co-Founder and Chief Operations Officer Shray Mehra. REPRESENTING ADVANCEMENTS IN FRANCHISING TECHNOLOGY EZee Assists’s AI-driven smart triage system has been a game-changer in the platform’s development. By qualifying whether an inquiry requires a ticket or can be resolved through existing knowledge, the system will drastically reduce the number of tickets generated. More importantly, the AI learns from every resolution. If a franchise business coach or support team member resolves an issue, the AI can be trained on this information, ensuring that similar questions in the future are handled without human intervention unless necessary. Fortunately, the platform’s adaptive aspect applies to the development team as well, as several of EZee Assist’s functions came about as a result of observing user behaviors. “As we notice people using the virtual agent in certain ways, we continually learn and improve the machine learning models that deliver the question and answer experience. So, there’s a back and forth… of course, now and then, the ML might miss a query but we quickly figure out why it happened at the meta-level and improve it,” says Co-Founder and Chief Technology Officer Gabe Cadamuro. 257 BUSINESS VIEW MAGAZINE VOLUME 11, ISSUE 09 EZEE ASSIST
RkJQdWJsaXNoZXIy MTI5MjAx