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April 13, 2023

With Zammo.ai's SaaS platform powered by Azure OpenAI Service, businesses can create branded, cross-platform voice and web apps fast

Zammo.ai is on a mission to help organizations create personalized, customizable conversational AI experiences, regardless of industry, size, or IT skill set. Zammo uses the combined capabilities of Microsoft Azure Cloud Service, Azure OpenAI Service, and Azure Cognitive Search to enable automated conversations directly from customer source documents and web pages. Through the Azure OpenAI Accelerator, Zammo’s rapid custom proof of concept demonstrates the value of automated customer conversations across channels like voice, web, and social media.

In addition to saving Zammo customers time and resources, it gives them full control of the technology to customize the user experience to their brand and use cases. It’s also simplifying how organizations share knowledge, giving them the ability to provide more personalized service, and helping increase operational efficiencies as businesses and agencies can connect with customers or constituents through one solution across the most popular communication channels.

Zammo.ai

“Zammo’s solution and rapid prototyping capability helps democratize customer adoption of Azure OpenAI because customers can go live quickly with a very powerful tool. The age of manually curating knowledge bases is over.”

Stacey Kyler, Product Manager, Zammo

Taking conversational AI to the next level

Zammo is giving organizations around the world the power to create their own branded, cross-platform voice and web apps, fast. The San Francisco-based start-up is on a mission to help businesses engage with customers through conversational AI experiences that are secure, scalable, highly accessible, and simple to create—regardless of an organization’s size, industry, or IT skill set.

Zammo’s SaaS solution draws on the capabilities of Microsoft Azure Cloud Services, Azure OpenAI Service, and Azure Cognitive Search to enable automated conversations directly from customer source documents and web pages. The solution accelerates customers’ use of numerous AI services versus the burden of trying to combine one service at a time. In addition to saving Zammo customers time and resources, it gives them full control of the technology to customize the user experience to their brand and use cases. Instead of hiring an outside engineering and development team or putting internal employees on task to build a conversational AI solution from scratch, companies and government agencies can save time and money using Zammo. 

Organizations can go live with Azure OpenAI technology across voice, telephony, web, SMS, and social channels, in multiple different languages. Using unified Microsoft OmniChannel for Customer Service analytics and sentiment analysis, they have the ability to learn, and improve rapidly. Stacey Kyler, Product Manager at Zammo says, this is the fastest, most powerful way to modernize contact centers with AI today.

“With the growing trends in customer behavior and conversational AI, we are seeing a real need for organizations wanting to expand and transform how they support customers, including those with disabilities, through branded voice assistants, chatbots, and Telephony/IVR,” says Kyler. ”But factors like cost, time, and IT resources make it challenging for them to build their own solutions and create content from scratch.” 

With Zammo, organizations enter relevant documents and web links into an intuitive, web-based portal. The bot can then respond to inquiries across voice and text-based communication channels. The platform also allows organizations the ability to expand that experience by integrating with live agent solutions, connecting to APIs, backend systems and even other Azure services like document translation. Organizations can tailor the experience as much as they like, at their own pace. 

The Zammo AI platform is based on proprietary technology and is built on Microsoft Azure, weaving together numerous AI services, namely Azure OpenAI Service. Kyler says that when Zammo got started in 2019, the company chose Azure after assessing its performance across a range of evaluation criteria, including Zammo company values of security, scalability, simplicity, and accessibility. “Zammo’s solution and rapid prototyping capability helps democratize customer adoption of Azure OpenAI and other AI services because customers can go live quickly with a very powerful tool,” she says. “The age of manually curating knowledge bases is over.”

Little blocks, big transformation

For Guy Tonye, Head of Engineering at Zammo, ease of use and the ability to create robust quality are critical and Azure strikes the right balance. “Usually, whenever you're using software from cloud providers, they give you a full, very hard-to-customize product that you can't really bend. It does one thing, and if it doesn't fit your use case, you have no flexibility.”

Tonye continues, “With Azure there are these little blocks, modules. You can build on them and combine them however you want to put together a very robust and efficient solution—one that works across everything Azure, everything Microsoft.” Tonye says he appreciates that the modular approach carries over into Azure OpenAI Service because it provides the flexibility to be creative and innovative while supporting scalability and security. “It is directly related to how easy Zammo technology is to use, how accessible it is for our end users no matter what language they speak—and including those with low vision and physical impairment.”

Diagram: Zammo Solution Architecture

With the Zammo platform supported by Azure and Azure OpenAI Service, companies can save time and resources, automating conversations with the power of AI search, and the Azure OpenAI service, including ChatGPT.

For enterprise customers, use cases can include using a voice or text-based app to engage more customers by answering their questions, handling routine workflows, and even completing transactions. For government agencies, it can mean improving knowledge sharing, automating routine public transactions, and streamlining operations with the ability for employees and the public to get the information they need instantly. 

Tonye believes an overarching benefit is that organizations don’t have to build multiple apps on different platforms. This reduces expense and makes it easy for businesses and agencies to connect with customers or constituents across multiple channels through one solution. 

Creating what customers want, envisioning omni-AI

Kyler says customers around the world and in diverse industries are currently using the Zammo solution, and more are interested in procuring it. Enterprises, smaller companies, retail organizations, government agencies, restaurants, even cities are transforming how they work using conversational AI apps they created using Zammo.

Diagram: Azure Conversational AI Solution Accelerator Design

Among these is the city of Kelowna in British Columbia, Canada which needed an efficient way to keep both staff and citizenry informed. “We are currently developing and implementing Zammo with Azure OpenAI technology to summarize complex bylaws and permitting documents to help our residents understand how development works in our community. The solution also supports our staff by allowing them to focus on applications instead of commonly asked questions,” says Andreas Boehm, Intelligent Cities Manager at City of Kelowna. “The Zammo and Azure OpenAI combination is proving to be everything we wanted in a conversational AI solution."

Kyler adds that the City of Kelowna is a great example of how conversational AI can help get information into the hands of the people who need it most, quickly. “Instead of having to spend weeks or months putting together Q&A content or building workflows, they're able to do all of that significantly faster by dropping relevant documentation and web links into a user-friendly interface.” Kyler continues, “What Kelowna is doing is being replicated across industries as the platform enables a ChatGPT-like experience from customer data, documents, and web sites.”

This also makes it easy for organizations to meet customer demands and go live quickly. “We have seen our customers experience a 70-percent decrease in the time it takes to create conversational AI content, which means accelerated innovation for enterprise and government agencies with less personnel and less required expertise,” Kyler says. She says Zammo’s unique rapid prototyping capability is maximized with the Azure OpenAI (ChatGPT) Accelerator, where OpenAI, Cognitive Search, and automated conversations come together to help customers easily build next-gen experiences in minutes.

As Azure OpenAI Service expands, Kyler says Zammo is committed to integrating new services as Microsoft creates them. “We think it’s important to be able to show how different Microsoft AI services can come together to be even more powerful than any one individual service. That kind of omni-AI approach is something we’re excited about—and we’re thrilled to be working closely with Microsoft.”

“We have seen our customers experience a 70 percent decrease in the time it takes to create conversational AI content.”

Stacey Kyler, Product Manager, Zammo

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