“A few features that set apart mediocre chatbots from the best chatbots is NLU (natural language understanding for human-like conversation), sentiment analysis , and human escalation algorithm . That means the chatbox has the ability for the chatbot to detect what the customer’s next step action should be and knows when to involve a human.
When we implemented [AI] we were drowning in [customer service] tickets. A lot of them were repetitive answers. It was a simple matter of pasting in the template and sending it to answer these inquiries. When we implemented [AI] it was exciting for the team because it gave them a chance to stop feeling like a robot”