Chatbots are changing the world but we are a long way from real Artificial Intelligence.
And human beings are particularly bad at doing repetitive boring things which is where computers excel.
So what’s needed is a hybrid approach with both live chat and bot chat.
Escalate AI is the answer.
Hybrid Chat solution
Chatbots and Chat Agents
- Allow bots and agents to work side by side servicing your customers
- Bots do the heavy lifting and deal with the boring repetive work while agents can focus on the higher value and more complicated
- Let your consumers connect 24/7 via web, Facebook, Slack, SMS and almost any popular message channel
- Messaging is increasingly becoming the prevalent way of communicating for consumers – make your business talk to them like friends and family
- Studies show chatbots can save up to 48% of your costs
- Use Escalate to form pools of agent resource to improve customer satisfaction
Measure and Respond
- IBM Watson returns a confidence level in the bots response so if the bot doesn’t understand, it automatically offers an agent
- IBM Watson can understand sentiment – this can be used to escalate chats to agent if it becomes necessary
- Fully integrated analyics helps you fine tune your propostions through analysis of all chats and respones