Locobuzz delivers the future of Customer Experience with Microsoft Azure OpenAI

Need for a compelling digital customer experience

Locobuzz realized that to create the most compelling digital customer experience, it would need to integrate advanced AI capabilities into its CX platform. After evaluating various technologies, the company decided to leverage Microsoft’s Azure OpenAI Service as it was four times faster than the other software options. Moreover, Locobuzz was convinced that the features and services built into the Azure platform would fulfill its reliability and performance requirements.

Vishal Agarwal, CEO, Locobuzz says, “The use of Azure OpenAI has enabled us to introduce GPT-powered features, making us the first CX platform to do so. This demonstrates our commitment to innovation, and our ability to offer CX solutions utilizing state-of-the-art technology.”

Doing more with less

Through the integration of Azure OpenAI's advanced AI capabilities into its CX platform, Locobuzz empowers customer service teams to resolve customer queries and issues with greater agility and efficiency, while complying with internal and external regulations. As a result, Locobuzz delivers several key benefits, including:

• Improved performance at lower costs: By leveraging Azure OpenAI, Locobuzz could release innovative features quicker, resulting in lower costs. For instance, the feature Response Genie aids customer service agents in resolving queries quickly with intelligent responses based on past conversations and a vast knowledge base while adhering to brand guidelines. Moreover, with the high level of digitization, the training time for new employees is reduced and new team members get productive sooner.
• Accelerated time to resolution: With Azure OpenAI, Locobuzz has rolled out features supported by GPT that have led to better user experiences. With queries and issues being resolved twice as quickly as before, Locobuzz has been able to reduce customer wait times by 60%.
• First-mover advantage: Locobuzz is the first to integrate cutting-edge tools such as Artificial Intelligence (AI), Machine Learning, Big Data and Analytics into its platform. Developed with Microsoft’s Azure OpenAI Service, it is ahead of the competition in its mission to help brands understand their customers better and have meaningful conversations with them.

Nitin Agarwal, Chief Technology Officer, Locobuzz, shares, “We have been able to gain significant performance improvements using lesser resources after transitioning to Microsoft Azure OpenAI. With relevant response suggestions and superior customer insights, Locobuzz is equipped to help clients deliver consistent and seamless user experiences across channels.”

Social media game changer

Locobuzz’s aim is to help brands achieve their social media goals. Equipped with powerful AI tools, this unified CX platform is already delivering on its promise.

• Offers real-time social media listening across all social medial platforms as well as millions of data sources such as news articles, blogs etc. It monitors and analyzes the mentions of a brand across all these platforms
• Analyzes brand conversations in real time with accurate sentiment analysis across languages.
• Uses machine learning algorithms to enrich every conversation in real time with a series of attributes like an influencer, topic, location, gender, sentiment, priority, toxicity, etc. Its real-time insights can help brands identify thought leaders, brand ambassadors and detractors, and provide a complete understanding of a brand’s social health
• Its advanced analytics allows social media campaign measurement in real time. Brands can therefore correct, benchmark and further fine-tune their strategy for better results. 
• Provides competitive benchmarking by proactively benchmarking a brand’s social media performance against that of competitors. Smart interactive dashboards provide a clear understanding of the competitive landscape, and help brands make smarter business decisions.

Vijay Vittal, Product Manager, Locobuzz, remarks, "By harnessing the expansive power of LLMs like OpenAI's GPT in conjunction with the brand's comprehensive knowledge base, businesses can effectively tackle the ongoing challenges of agent attrition and constant re-learning, ensuring consistency and accuracy in customer service. Locobuzz's AI-powered features facilitate immediate access to information, transforming any customer support representative into a brand expert capable of swiftly and efficiently resolving customer inquiries. We are thrilled to leverage this innovative technology to offer robust solutions to these enduring pain points."

Going forward, Locobuzz intends to expand the capabilities of Azure OpenAI Service to additional customer service use cases. It is also exploring ways to leverage Azure Cognitive Services and GPT-4 support on Azure.