Chatbots are becoming a core part of modern customer interaction. The ability to provide real-time knowledge, advice, and services are key to driving great customer experiences. They can be deployed to help you triage requests, narrow down who your customer needs to speak to, or drive decision making in a conversational style. In short, they are a type of conversational artificial intelligence that use natural language processing to simplify the interaction between humans and computers.
We live in an data driven world, but no matter how much we try to standardise our interactions with customers or internal departments, we are still left with vast qualities of unstructured but valuable information being poured into our organisations from all angles. Emails, website forms, service desks - it all piles up. The question is, how do you turn that information into actionable data? This is where machine learning steps in, looking for patterns in your communications, allowing your organisation to train it to classify and tag communications so they can be analysed in real-time, providing actionable insights to drive process, elevate customer experience, and provide real efficiencies.
With the vast amount of choice and competition in many verticals, customers are more demanding than ever. Services can be easily switched on or off and the key to being successful is to provide not only the best product, but the best customer experience. Our chatbots and communication classification platforms allow you to respond faster, reduce friction, and increase collaboration between your organisation and the people you serve.
In many cases people spend their valuable time responding to common issues or requests that could easily be handled in an automated way. With chatbots and communication classification platforms we can reduce the time spent on individual low value tasks, increasing the amount of valuable output created, while minimising the input required from humans. All while enhancing the customer’s experience.
To increase value, we need data. Not only that, but the ability to make it actionable, use it to help drive efficiencies, and ensure we elevate our customer’s experience. Our chatbot and communication classification offerings provide this data, giving you the insight you need to make better decisions that increase value in your business.