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AI Powered Mobile Chatbots Promise More Effective Customer Service

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Helpshift's New Web Chat Application Uses Artificial Intelligence to Help Businesses Launch Scalable Chatbots able to automate customer service via real-time interactions.
The new AI tool, released last week, Helpshift Dynamisera According to Helpshift, specialist in mobile customer support for the gaming industry, the ability of customers to provide business support to their customers.

"We have developed our mobile chat experience with embedded AI chatbots to generate huge efficiencies in large-scale chat operations," said Abinash Tripathy, chief technology officer, and Baishampayan Ghose, marketing director.

Workstation web-based chat applications had been around for years, but they typically used a synchronous phone call service that put customers in a queue, putting them on hold until they reached ################################################################################# 39 that a customer service agent enters into conversation.

Bringing robotics and AI will help free human agents to answer questions they might have answered before, suggested Tripathy and Ghose, who said that simple things like frequently asked questions could divert 50 to 70% of customer requests.

Value of customization

The Web Chat application allows the routing of questions based on priority, skills and availability. It also helps prioritize customer questions depending on whether the customer is a premium user, on the value of the items in the shopping cart, or on the status of a reservation from an airline or from an airline. hotel.

It gives agents a 360-degree view of customer interactions – for example, allowing them to see all the discussion background – and provides other custom data from a CRM system.

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The Web Chat interface looks similar to Facebook Messenger or Apple's iMessage, with features such as typing indicators, chat avatars, and sent and received receipts, according to the company.

The types of Helpshift Chatbot are:

  • A response robot, which matches the relevant FAQ questions, sometimes canceling the need of an agent;
  • A GetInfo robot, which invites users to enter their name, e-mail address and other information, so that the agent does not need to ask for it; and
  • A customer satisfaction robot, which monitors customer satisfaction immediately after solving the problem.

Customers will also be able to develop their own custom robots.

Need now

The AI-based web chat application comes at a time of increasing demand for faster customer service, especially because of the increasing use of mobile phones and others. portable devices for online shopping.

"Customer expectations have shifted to immediacy, and the preferences for service via the web and mobile chat have increased," said Cindy Zhou, senior analyst for digital marketing and marketing. sales efficiency at Constellation Research.

"Chat is preferred over phone calls," which often involves a voice response that connects customers to multiple locations "before only one issue is resolved," she told CRM Buyer, or emails that may take days.

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Issues like opening hours, location address, credit card balance and due payment are great for interacting with robots, Zhou noted. The addition of AI allows to examine question templates in order to accelerate the overall customer experience.

Helpshift applications are already installed on more than 2 billion devices worldwide, and the company says that more than 600 million active consumers interact with each month.

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Helpshift made a major difference
Chatbooks' ability to serve customers, said the startup. Chatbooks converts social media photos into photo books for customers.

"Live chat is a change for us on Chatbooks," said Angel Brockbank, Chatbooks Customer Service Manager.

"If a client has a question when creating a Chatbooks photo book and that she does not have immediate support, she will never be able to come back," she said. she told CRM Buyer. solve the problems from nine days to 18 hours.


David Jones is a freelance writer based in Essex County, New Jersey. He wrote for Reuters, Bloomberg, New York Crain Cases and The New York Times .

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