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 standardize 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 communication, allowing your organisation to train it to classify and tag communication so it can be analysed in real time, providing actionable insights to drive process, elevate customer experience, and provide real efficiencies in your communication.
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.