Conversational AI That
Actually Resolves
Most chatbots frustrate users. Ours resolve issues. We advise teams on conversation design, NLU architecture, intent modelling, and escalation strategies that turn automated interactions into genuine customer experiences.
Consulting Deliverables
Design artefacts that bridge the gap between user expectations and system capabilities.
Conversation Design Document
Dialogue flows, persona definition, tone guidelines, and edge-case handling for every supported intent.
NLU Architecture Design
Intent taxonomy, entity model, training data strategy, and confidence threshold configuration.
Escalation & Handoff Framework
Rules and routing logic for seamless handoff to human agents with full context preservation.
Channel Strategy Blueprint
Optimised conversation design across web chat, WhatsApp, voice, SMS, and in-app messaging channels.
Analytics & Improvement Plan
Conversation analytics dashboard design with containment rate, resolution rate, and user satisfaction tracking.
Testing Framework
Automated test scenarios covering happy paths, edge cases, and adversarial inputs for continuous quality assurance.
Our Consulting Approach
Interaction Analysis
We analyse your existing support tickets, call transcripts, and chat logs to identify the most impactful automation opportunities.
Persona & Tone Design
We define the conversational persona, tone, and language style that aligns with your brand and customer expectations.
Dialogue Flow Engineering
We design conversation flows with branching logic, disambiguation strategies, and graceful fallback paths.
Architecture & Platform Selection
We recommend the right platform and architecture — whether that is a fine-tuned LLM, a structured NLU engine, or a hybrid approach.
Launch & Optimisation Plan
A phased rollout strategy with A/B testing, feedback loops, and continuous improvement cycles.
Your Chatbot Should Resolve, Not Deflect
Let us design a conversational AI system your customers actually want to use. Start with a free consultation.
Schedule Free ConsultationWho This Is For
Teams that want AI-powered conversations to genuinely improve customer experience.
Banking & FinTech CX Teams
Deploy conversational AI for account inquiries, transaction disputes, and loan applications with full compliance.
Healthcare Providers
Design patient-facing virtual assistants for appointment scheduling, symptom triage, and medication reminders.
E-Commerce Support Teams
Automate order tracking, returns processing, and product recommendations through intelligent conversation.
Travel & Hospitality
Build booking assistants, concierge bots, and disruption management agents that handle complex itineraries.
Why OpenMalo for Conversational AI
We design conversations, not just chatbots. The difference is everything.
Design a Conversational AI That Works
Tell us about your customer interactions and support challenges. We will identify the best automation opportunities.
Virtual Agent Handles 65% of Banking Queries
Digital Bank Deploys AI-Powered Support
A digital bank was scaling rapidly but support costs were growing faster than revenue. Their existing rule-based chatbot had a 12% resolution rate and customers hated it.
The Challenge
A rule-based chatbot with rigid flows that frustrated customers and barely resolved any issues independently.
Our Approach: We redesigned the entire conversational experience: new intent taxonomy based on actual ticket analysis, LLM-powered dialogue for complex queries, structured flows for transactional tasks, and a seamless escalation path that preserves full context. Resolution rate jumped from 12% to 65% within three months.
Frequently Asked Questions
It depends on your use case. Transactional tasks like balance checks work better with structured NLU. Open-ended queries like product advice benefit from LLMs. Most production systems use a hybrid approach.
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