Every business is replete with implicit rules leftover from earlier decades. These rules of work design are based on assumptions about technology, people, and organizational goals that no longer hold.

Businesses that want to stay ahead in competitive markets must start by listening to those who know where the bottlenecks are; their customers.

  • One recent customer service study found that 62% of companies do not respond to customer emails. For companies that do respond, the average response time is 12 hours, with the slowest response taking longer than 8 days.
  • The single most important factor for customer service is response time, 75% of customers prefer a short response time.
  • Automation and self-service are key for faster customer service.

Hear the voice of your customer at the center stage of digital transformation with…

loaderPlease wait..

About IRIS

IRIS is the first of its kind nearly real-time omnichannel “Intelligent Customer Query Response System” designed with “customer first mentality” and important attributes of intelligence as well as better customer service in mind.

IRIS is agile & resilient in nature, transforming full customer support desk journeys starting from customer interactions to back-office processing to the response.

IRIS Objectives

Reduce Queries

Using improved self-service live support channels

Faster Response

By limiting human intervention

Automate Processing

Using Robot agents

IRIS Key Features

Live Channels

Intelligent Chatbot backed by knowledge base & live agent (if needed)

AI matrix

AI powered intelligent classification for all queries


Robots take the first turn to answer customer queries & routes to human in case of exceptions

IRIS Benefits

“One stop shop solution for entire process transformation”

Reduce Manual efforts

Reduce Manual efforts by nearly 80%

Improve work efficiency

Improve work efficiency by almost around 200%

Improvement of Service

Improvement of Service levels from Days to Minutes

business process continuity

Ensure business process continuity during transactions influx or pandemic season.

Faster Deployments

Faster Deployments within weeks.

Setup & Data Mapping : 1-2 weeks
Low complex process/query flow : 0-1 week
Medium complex process /query flow : 1-3 weeks
High complex process /query flow : 4-6 weeks
Improved staff retention

Improved staff retention by reduced high volume low value works to focus on complex/higher value work activities.

How IRIS works?

IRIS completely focus on and target customer Queries

It makes use of hyper-intelligent automation components to address the customer query problems in a workflow exploiting the Data Analytics and Process Discovery mechanism.

Implementing IRIS will take few weeks only

Scale customer queries automation to any size


Frequently Asked Questions

  1. Live Support Channels includes Intelligent Chatbot, WhatsApp, Email & Webforms
  2. AI Matrix to classify intent, sentiment & priority of query and assign automatically to available robot agents & human agents only in case of exceptions
  3. Robotics to automate query processing & response using RPA robot agents.

IRIS will charge you only nominal subscription fees per query flow process depending upon complexity, SLA/TAT, and transaction volume of the given query flow process.

  1. IRIS Setup & Data Mapping: 1-2 weeks
  2. Low complex process/query flow: 0-1 week
  3. Medium complex process/query flow: 1-3 weeks
  4. High complex process/query flow: 4-6 weeks

IRIS is an end-to-end digital transformation solution, transforming full customer journeys starting from customer interaction to back-office processing, and can be easily configured and customized based on client needs and easily integrated with customer systems i.e. ITSM, CSM, Email, FTP, Database systems, etc.

Our ready to use solutions

With the PIGEON Automation platform, a business can integrate all the workflows and work must faster to improve the efficiency of the overall business. Instead of using Bots for individual activities or automating a small functionality, using an integrated automation platform like PIGEON will save a lot of time and effort.

Get started on your Automation journey

Talk to our expert and see how you can get started.

Start Now Call now
Oops! An error occured, please try again.

Need Help ? ASK FIBO