1. Abstract
Ubona develops state of the art technologies and Intellectual properties in the areas of signal
processing and pattern recognition. The Ubona Automated Agent is a versatile cloud-based IVR
assisted consumer interaction system that is currently deployed in telecom and enterprise solutions.
This White Paper details one such solution provide by Ubona Automated Agent to solve a leading
e-commerce business’ need for a cost-effective cash-on-delivery verification system
Business Requirement
Many e-commerce companies in India gets at least 50% of their orders with a Cash-on-Delivery
request from the customer. Due to the non-obligation of pre-payment, Cash-On-Delivery (COD) orders
create a major cost over head as a lot of orders get cancelled or denied at the time of delivery. This
creates the need for a verification call prior to shipping the order.
www.ubona.co.in
Case Study for one of
India’s leading e-commerce companies
Ubona Automated Agent delivers this COD
verification process to one of India’s leading
e-commerce companies
Ubona Automated Agent

2. TAT : Volume of orders dispatched
within 24 hours
Before
After Ubona
Automated Agent
COD verification system KPI through Ubona Automated Agent
88% of the target audience transacts
successfully*
on the COD verification
process.
*
success is defined as the caller either
confirms or cancels the order on a
single call.
Key take-away: The system has been
accurately designed to drive higher
adoption.
80% of orders are now dispatched
within 2 hours from 40%
within a day previously.
Key take-away: The system
positively impacts the overall
logistics of order delivery by
introducing efficiency early on.
Adoption
Friendly and relevant •
Cognizant of caller’s needs •
• Cost effectiveness
• Easy to integrate into existing
ecosystem
• Lower TAT
• Customer satisfaction
Customer perspective Enterprise perspective
Ubona Automated Agent

3. A Versatile cloud telephony architecture that seamlessly plugs into
any existing ecosystem
Important to humanise the experience: An automated system should
ideally not replace the value of a human interaction
ASR & Accuracy
Ubona leverages its state of the art speech recognition engine to take user inputs
in the form of the speech and provide an intuitive experience to the customers. The
ASR engine has been designed grounds up to cater to the Indian context, supporting
more than 23 languages and various dialects. It has been deployed in production
environment for mobile operators and enterprises handling millions of daily calls
and giving top of the line recognition rates.
Drive user adoption
Having a cost-effective self-serve IVR only solves half the problem. The next
challenge lies in driving customers to use the system. Building a call-flow is complex
and requires deep understanding of the human psychology, business domain &
customer life cycle to effectively anticipate caller needs and deliver a differentiated
experience to your customers. Call flow designs have to be clearly thought through
based on the customer experience perspective. However, caution must be taken
as poor, hurriedly built applications have a higher chance of failure than yielding the
much needed outcomes.
Creative & Best-practices consulting
Ubona provides decades worth of assimilated IVR best practices knowledge
to ensure a rich IVR experience that results in higher customer satisfaction and
adoption, backed by cutting-edge technology. This includes designing the overall
IVR experience that is consistent across all use-cases, both for inbound and
outbound scenarios, and:
• Consulting on IVR Best-practices for each individual call-flow.
• Creative consulting for higher customer adoption of each call-flow.
Focus-driven approach to drive adoption
The success of the IVR channel is largely driven by the adoption rate of the
self-care interfaces and use-cases implemented in the IVR. Ubona has worked
collaboratively with companies to define the IVR Adoption rate as a key
performance indicator, measure it periodically and work towards increasing these
rates on an ongoing basis.
WhyUbona?

4. Automate Agent currently presents a host of solutions for both
out-bound & in-bound IVR assisted systems:
Inboundself-serviceplatform:AutomatedAgentprofilesthecallertodynamically
provide the relevant self-service styled menus for information retreival, order
status management and service provisioning. In a system whereby individual
customers may have a different status, for example, a bronze, gold or platinum
card holder, the service will automatically prioritise the individuals call and, in the
case of a platinum card holder, move them to the front of the calling queue.
Caller Authentication - cognitive systems that pattern match the caller’s voice
to the customer voice database real-time to authenticate the caller, identify the
profile of the customer and dynamically provide targeted menus to transact with
the customer.
Telephone banking - 24x7 support system that automatically authenticates the
customer and provides accounts and policy information along with intelligent
routing during working hours.
CSAT & Survey measurement - system that conducts personalised, timely,
relevant feedback surveys from callers ensuring high adoption. Automated CSAT
measurement analytics dynamically determine if the caller’s feedback requires
escalation to supervisor.
Intelligent business routing: when the call traffic reaches peak volume, to
alleviate congested lines and prevent the loss of legitimate business leads, the
system will automatically determine the relevance of the call to determine the
best way to reconnect the caller at non-peak traffic times to convert the leads
to a sale.