The Conversational Data Layer™ sits between the enterprise's systems of record like legacy databases, data lakes and data pools and the systems of engagement like customer, employee and partner apps.
It is built by drawing both structured and unstructured data from the Line of Business applications and data lakes and coherently connecting them all together primarily through a secure, encrypted Enterprise Data Graph.
The Conversational Data Layer is modeled for the quick and smart delivery of data to the conversational user interface. Chatbots access the Conversational Data Layer instead of individual Line of Business applications whilst interacting with the users.
Isolated datasets for each of the customers in the Conversational Data Layer help deliver data at speed and with enhanced security in customer-facing chatbots.
The Conversational Data Layer serves customer data to customer-facing apps to enhance customer experience and for effective cross-selling of the enterprise’s products and services.
Also, extending the Conversational Data Layer to serve customer data through customer-facing apps is a risk-controlled approach compared to serving the data directly from the legacy application store.
Since the Conversational Data Layer consolidates data from many existing disparate systems in the enterprise, it removes friction from the customer journey.
Customer-facing apps can also draw Customer 360 degree data from the Conversational Data Layer in real time to provide a more engaging experience to each customer.
When a customer interacts with the business through its app, the app can send an api call to the Conversational Data Layer which in turn will send the 360 degree data specific to that customer.
By traversing the 360 degree data of each of the customers, automated bots running in the Conversational Data Layer can regularly flag offers and cross-selling opportunities to the right customers.
Apps can be designed to leverage this information and deliver good-fit offers to the customer in line with the profile.
Enhanced Security: By extending the Conversational Data Layer to serve customer data, the backend data remains secure at all times as customer requests always terminate at the Conversational Data Layer instead of in the Line of Business Applications. This protects the backend data store from threats like sql injections.
With Conversational Data Layer in place, you can 3x the efficiency of your employees.
As a business, you have several applications deployed, each creating its own silo of information. Your employees have to login to these applications and navigate through their many menu options to retrieve data from these applications.
Instead, if Jane, the branch manager at Acme Bank, Broadway branch asks in her chat interface, “Fetch me the trial balance of my branch as of yesterday”, the chatbot can easily fetch that document from the Conversational Data Layer and deliver the Trial Balance in pdf format to Jane right there in the chat interface. Compare this with the need for Jane having to log in to the core banking system or a parallel report repository at the bank and navigate through several menu options before she can get access to that trial balance.
A Conversational User Interface helps employees access, retrieve and update information, files and resources on demand, using natural language. A well-designed Conversational Data Layer delivers the data quickly and efficiently to the Conversational User Interface. Chatbots access the Conversational Data layer instead of Line of Business applications whilst interacting with the users.