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Announcing the Launch of Comm100’s Chatbot

June 7th, 2017 | Kaye Chapman | News & Updates | Blog Home

Comm100 are delighted to announce the launch of our new Chatbot, helping you to get your business ready for the future of customer service.

In this blog post, we’ll explore what Chatbots are and how our Chatbot can help you, as well as looking at some of the features and functionalities in this ground-breaking new addition to our live chat software.

What Is a Chatbot?

Chatbots Magazine describe a Chatbot as: “A service, powered by rules and sometimes artificial intelligence, that you interact with via a chat interface.”

Simply put then, a Chatbot is a machine-operated service that acts very much like your live chat agents, helping your customers with their everyday queries.

While many Chatbots are designed to be used as a service on their own, with no element of human backup, our Chatbot is fully integrated with our existing live chat interface, allowing visitors to switch seamlessly between a machine and human service.

Commonly, Chatbots are powered by a system of rules (e.g. if a customer says something which matches in the bot’s database, the bot returns an appropriate answer.) Less commonly, Chatbots are powered by machine learning – meaning that the more it’s interacted with, the smarter it gets, and answers given get more accurate over time.

Comm100’s Chatbot does both. Let’s look more closely at how it works.

Comm100's Chatbot

How Does Comm100’s Chatbot Work?

You can set up your Chatbot easily through your Comm100 Live Chat control panel, assigning it with a name, avatar, and appropriate greeting messages.

You can also tell your Chatbot when you want it to take chats – either based on a fixed percentage of all chats, or you can set it up to take chats when the queue length hits a certain number.

Next, personalize your Chatbot’s responses by filling in your question base with your most frequently asked questions and their answers.

The more questions you give Chatbot to learn, the more accurate it will be in fetching the right answers.

Many businesses use specialized language to describe their products and services. If that’s the case for you, you can set up a bank of ‘similar words’ to make sure that your Chatbot is up to speed with all of your industry-specific language.

You can also set up related questions to be displayed each time your Chatbot answers a question from a visitor, allowing them to find even more helpful information.

That’s all you’ll need to do to get your Chatbot up and running, but there’s more you can do from here to help your Chatbot learn more about your customers!

Helping Your Chatbot Learn

For every question asked by a visitor, Chatbot will assign a ‘Confidence Score’ to each answer it gives, based on the questions in the question base.

If Chatbot isn’t highly confident in returning an accurate answer, it will return a selection of related questions which should help.

Chatbot Returns a Possible Answer

For each question returned, Chatbot will also give visitors the opportunity to rate the answer given as helpful or not helpful. (If visitors rate a question as unhelpful, they get the option to chat to an agent straight away.)

Rate Chatbot's Answer Not Helpful

We then save all the data on which answers were high confidence, low confidence, rated as helpful or unhelpful, or which questions were asked by visitors that your Chatbot wasn’t able to answer. You can view all of this information through your dashboard to help improve your question base, allowing your Chatbot to return higher quality answers in the future.

You can also view reports to assess and improve your Chatbot performance.

What Are the Benefits?

It’s important to us to provide our customers with a Chatbot service which allows you to balance service efficiencies with the warmth and personalization of great customer service.

That’s why building a Chatbot service that works alongside your customer service team is vital to us, allowing you to easily integrate aspects of AI with your everyday work and reap the benefits:

  • Shorten handle times by handling customer enquiries more quickly
  • Lower service costs by reducing your reliance on human agents
  • Upskill your team, letting them focus only on complex queries which can’t be handled by your Chatbot
  • Decrease agent training time for basic tasks that can be handled by your Chatbot
  • Extend your business hours by serving customers on weekends and holidays

According to Daniel Hong, Senior Product Marketing Director at [24]/7, chatbots can decrease average agent handle time (AHT) by 10 percent or more.

Get in touch with one of our Chatbot experts today to learn more about how your very own Chatbot can help you and your business.

About 

Kaye Chapman is the Customer Experience & Training Consultant at Comm100. She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. Connect with her on LinkedIn.

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