Top 5 Reasons to Use Artificial Intelligence Chat in Your Contact Center

Sep 14, 2016

1. Zero Wait Times

Do you suffer from long chat queues? How about any chat queues? Can you imagine a world where your customers are either immediately engaged in a proactive chat, or can easily decide to engage in a on-demand chat and get immediate service, no matter how busy your contact center is? Well, that day is today. With AI chat integrated into your contact center customers can be served immediately with no additional agent resources required. Now you can change your focus from calculating the time before a chat session starts to hcounting the number of chat sessions escalated to a live agent (We’ll give you a hint: It’s a lot less with Chat AI).

2. The High Efficiency Rate

The average chat session is completed in 42 seconds. With most questions being answered in just a few short seconds (Unless you’re Zappos, of course), Chat AI can quickly and effectively address most problems today, without having to engage a live agent. The savings in time and abandonment rate combined with the increased customer satisfaction, not only reduces costs, but delivers a measureable improvement in performance and customer perception.

3. It Really Understands Language

True Artificial Intelligence is not the robotic, sometimes irrelevant interaction of yesterday. Answers are more personalized, relevant, and complemented by the newly acquired ability to access multiple data sources to deliver the best possible responses to inquiries. The technology “learns” the longer it is deployed, as a result customer experiences improve with time without the need for additional investments in technology, people, or processes.

4. No such thing as a “Sick Day”

AI doesn’t sleep, it doesn’t get sick, you don’t need to train it, and it’ll never quit in the middle of a seasonal rush. You don’t even need to give it lunch, breaks, or let it go to the bathroom. Imagine how easy Workforce Management becomes when all you’re doing is flipping a switch. Scheduling becomes less and less of an issue over time, as the application continues to learn, making your investment more valuable over time.

5. 24x7x365

Imagine the increase in sales volume and support cases your business could handle if you’re able to offer 24x7x365 chat. And cart abandonment plummets when customers are offered chat. Today Chat AI can answer anywhere from 70-90% of customer inquiries meaning that only the most verbose requests require a human, and at an operational cost that is often 4 times less than the cost of staffing a contact center.

Interested in reading more? Check out our other blogs:

OUR AWESOME CHATBOT FEATURES

NMODES chatbots and conversational AI solutions come with a unique set of features.

Our goal is to make it easy for businesses to create and manage chatbots. The features we offer are important for successful implementation of a chatbot not only because they significantly improve its quality, but they also allow you to edit your chatbot in natural language, without any need to have technical knowledge or AI specialist in the team.

1. Free AI Training

Our chatbot solutions come with free AI training for life.

WHAT IS AI TRAINING? LEARN ABOUT BASIC CONCEPTS nmodes.com

We will train your chatbot and continue to enhance it indefinitely.
It is our responsibility to ensure that your chatbot has the updated natural language processing capabilities. It is also our responsibility to guarantee that it understands not only common language but also language that is specific to your business, such as names of the products, terminology used in your industry, inventory list, and more.

Your chatbot will be interacting with the customers all the time. We will enable it to learn from these interactions continuously and improve its language understanding and responses as a result of this learning.

2. Editing in natural language

We realize that AI is a complex body of knowledge and one of your biggest concerns is that you are not familiar with it well enough. We made sure that you don’t need to be technically savvy to successfully manage a chatbot. Using our simple and friendly online interface you can control your chatbot in real time using common natural language. No technical knowledge is required.

At NMODES we continuously improve our AI capabilities. We use our AI not only to make the experience of your customers, conversing with your chatbot, better, but also to make your own experience, conversing with our platform, better.

Eventually the platform will be able to interact with you fully in natural language. We are not entirely there yet (it is an immense task). Still, we hold true to our promise that there is no need in being technically savvy to operate our platform even today. When the platform does not understand natural language our highly trained specialists are always ready to take over and provide support.

3. Real time connectivity

Often there is a need for chatbot to access structured data (such as inventory database) to answer customer’s question. We made it easy for your chatbot to create external queries in real time and modify the responses accordingly. Your chatbot is able to decide in the middle of the conversation, based on the information it received from your database, how to respond and how to proceed with the conversation.

These are the most exciting among the features we created so that our customers have easy and enjoyable chatbot experiences. But there are other features available: conversational templates, dynamic AI Engines clustering, multiple widget skins and more! Let us know if want to see the full list of features.

To learn about the core technologies required to build a chatbot check out this post:

CHATBOT PLATFORMS. HOW TO CHOOSE THE RIGHT ONE?nmodes.com

Building Facebook Messenger chatbot: what they forgot to tell you.

There are lots of written tutorials and online videos on this subject.

Yet many of them omit important details of the bot building process. These details may vary from one user to another and are difficult to describe in a unilateral fashion. Consequently it is easier for tutorial writers not to mention them at all. We try here to fill the gap and provide some additional clarity.

1. Creating Facebook app.

One of the first steps in building a Facebook Messenger bot is creating a Facebook App. It requires a business Facebook page. This might seem obvious to avid social users yet worth mentioning: a business Facebook page can only be created from a personal Facebook page. If you already have a business Facebook page move on to the next step. If you have a personal Facebook page go on and create a business page. If you are among the lucky ones that live without Facebook presence now is your chance to become like everybody else.

2. Getting SSL certificate.

Next you need to setup a webhook. Your web application is hosted on a web server and the webhook’s role is to establish connection between Facebook and your web application via your web server. In order for the webhook to work you need SSL certificate because Facebook supports only secure connections (HTTPS) to external web servers. So first, you need to purchase it. The costs change from one company to another but it is important to buy a reliable certificate otherwise Facebook might reject it. All major ISP companies offer SSL products. Second, you need to install it on your web server. The installation process can be tricky. Sometimes you can get technical help from the ISP company that sold you the certificate (as a rule of thumb, the bigger the brand the better their technical support is supposed to be. But the cost may be higher too). You can also rely on popular tools, such as keytool command utility, assuming you know how to use them. In any case, it might be a good idea to allocate several days, up to a week, for this step when planning your project.

3. Choosing the server environment.

Your options are (almost) unlimited. Many online tutorials use Heroku which is a cloud-based web application platform, but a simple Tomcat web server would suffice too. Your decisions should be based on your business requirements. A lightweight server such as Tomcat is a good fit when it comes to web centric, user facing applications. If backend integration comes into play, a web application server should be considered.

Your choice of programming languages is also broad. PHP is one popular option, Java is another but the list by no means ends here. Your chatbot app communicates with Facebook using POST requests, so any language that supports web protocols will work. Again, make decisions having your business goals in mind.