G2

Jeff H.

Chief of Staff, BGS Software Engineering

Enterprise (> 1000 emp.)

10/31/2023

"Rulai: Where AI meets exceptional customer engagement, making your business smart and efficient."

4.5/5

What do you like best about Rulai?

Rulai goes beyond the norm and looks to address the more difficult conversational AI challenges that other solutions tend to shy away from such as context awareness and seamless orchestration across multiple channels. Their knolwedge of the enterprise customer service space helps them deliver a comprehensive and thorough feature set that is easy to use, requires low to no code, and is packaged as a seamless cloud-based solution at scale. Review collected by and hosted on G2.com.

What do you dislike about Rulai?

Rulai is a newer company, and like any technology business, it faces the usual growing pains and bandwidth issues common in the fast paced, hungry AI market. These challenges are easily overcome with Rulai's deep bench of enterprise and technology expertise coupled with strong university partnerships that lead to best-in-class solutions. They are worth the wait. Review collected by and hosted on G2.com.

What problems is Rulai solving and how is that benefiting you?

Rulai provides a better customer engagement and experience which leads to increased first-time resolution outcomes , lower operational cost, increase customer satisfaction, and bandwidth savings with the live agents. The solution is aware of the different modes of communication (chat, voice, text) and seamlessly weaves the conversation across the various channels caring for the latest PCI and PI security standards. Often times, customers get distracted for an extended period of time or try to address multiple concerns at the same time. Normally this confuses chatbots at best while most timeout, but the Rulai solution is aware of this and through context awareness, allows customers to side-step, go a different direction and come back to pick up the issue when they are ready - very nice.

The setup and implementation of the solutions is supported by a robust suite of cloud-based training called Rulai Institute. Rulai Institue provides comprehensive video and hands on training with a live sandboxed environment in two distinct disciplines: Designer and Developer. The training materials match the live user training experience resulting in little to no configuration on the students part and can be delivered anywhere at the pace the student requires.

The core designer interface of the Rulai solution is a modern graphical, drag and drop based interface making anyone familiar with PowerPoint or similar tools ready to create fairly complex and productive customer engagement workflows. Where additional help is needed to glue, or script, parts together, the solution provides the needs help and examples to finish the task. Related to the interface is the Rulai chatbot that is always available to test your workflows and integrations prior to pushing them to production. The designer environment and related chatbot has extensive debugging capabilities which are very helpful when needing to understand certain workflow paths or specific data being passed around. One can, with confidence, take their tested workflow and quickly make it production ready at the click of a few buttons - reversing it out is just as simple.

The browser/cloud-based interactive designer and developer envirnoments coupled with the drag/drop and low code requirements make designing, testing, and publishing workflows quick and efficient - again resulting in lower cost and requiring a less than technical skill set to produce.

Ultimately the Rulai solution benefits me by making the complexity of conversational AI simple, cost effective and fast to implement. Allowing Rulai to take care of the conversational complexities, scale, and implementation details of the solution in turn allows me to focus on solving my specific business needs and use cases from a customer experience perspective. No more being bogged down with pages of APIs to code, data scraping, connectivity issues to debug, and a host of other technical details to worry about. Rulai's converstaional AI solution quietly and intelligently takes care of these complexities in the background allowing me to focus on the customer engagement aesthetics. Review collected by and hosted on G2.com.