Chatbots & AI Solutions for CX

Transform your self-service capabilities through chatbot & AI solutions with technologies such as Natural Language Processing (NLP).

Artificial Intelligence (AI) is at the heart of chatbots – essentially intelligent machines which can perform various automated customer service tasks. This relies on understanding a query and then fetching the appropriate information or completing a basic task.

Free up your customers to ask questions in their own words. Use linguistic technology to understand their real meaning and match questions with answers from your knowledge base.

Use chatbots & AI to provide relevant responses instantly – whenever and wherever it suits your customers.

Pre-Empt, Deflect and Save

Don’t force your customers to use expensive channels and add to your interaction volumes. Free up your agents. Put your knowledge base to work instead.

Easy, Even Effortless CX

Keep your visitors engaged with fast, relevant answers to their queries. Offer automated contextual assistance and suggest articles, before they even lift a finger to search.

Rich, Optimised Content

Create and edit attractive knowledge articles easily. Enhance them with embedded content such as videos. Drive more traffic with SEO tags within articles.

Be Where Your Customers Are

Customers prefer companies who value their time and empower them to be self-sufficient. Improve their experience across platforms. Make your knowledge work for you everywhere – desktops, mobiles and other devices.

Build A Bot

Build your own tailored experiences to address your business requirements on our platform. Develop your own workflows and chatbots and then integrate those into your own individual backend systems.

Escalate Queries Seamlessly

Sometimes you simply need a (more) human touch. Escalate seamlessly from self or automated service to agent assistance via a call, live chat, video chat, and email etc.

Reduce higher-cost channel interactions

Pre-empt or deflect simple queries and reduce incoming from higher-cost channels such as calls and emails.

For example, research from Contact Babel puts the expense of answering a phone call at £4.53 and an email at £3.89. In contrast, self-service systems have a low or zero cost and telephony self-service sessions are estimated to cost around 50-70p.

Use frontline insight to improve CX

Identify gaps in information or issues in your customer journey by analysing the questions your visitors ask through self-service. Look for issues and irritations that get in the way of a seamless journey that you can fix easily.

Use your self-service data as a source of intelligence to better understand your customers and deliver the experience they expect.

A one-size does not fit all AI

Our platforms enable you to build your own tailored experiences to address your business requirements. Enghouse Interactive allows you to select the appropriate natural language in line with your strategic goals. We can simplify the integration to IBM Watson, Microsoft Luis, Google AI.

Chatbots & AI Solutions: Interactive Automation

Do you have the right balance? Contact us to discusses the challenges you can face when creating a Chatbot and AI strategy for your contact centre.

Taskbots

Booking appointments, sending reminders, taking payments or completing renewals. All of these simple interactions could easily be automated and managed by a TaskBot.

Our TaskBot platform comprises of a set of predefined workflows with integration points into your backend system. These include your notifications, CRM, appointment scheduler, knowledge management and contact centre. All delivered through your channel of choice.

InfoBots

Offer an InfoBot to provide information on common problems or questions. It will review the enquiry and search the Knowledge Base system. Then it will deliver the answer directly through chat with relevant links to documentation, specific webpages or forms.

Our InfoBot platform can work with either our proprietary Knowledge Management or 3rd party alternative. In addition, it will record the interaction into your contact centre analytics platform.

HelperBots

Bring humans and machines together to assist your agents to improve first contact resolution and reduce handling times.

Our HelperBot sits alongside the agent desktop and visually prompts agent with helpful information relating to the current enquiry. The answer could either be from a Knowledge Base or directing the agent to a procedure or script. The agent can then incorporate the appropriate information in their answer to the customer.

CoachBots

Make sure that calls are compliant and use a CoachBot to mentor and listen to agents. Our CoachBot analyses agent and customer speech to provide live feedback about what is and how it is being said. This can be shared live with agents, team leaders and quality assurance teams. CoachBots can monitor stress levels, speech clarity and script adherence, all whilst calls are in progress.

See an example of how to use an Enghouse ChatBot within your contact centre and the factors to consider when building one.

Related Resources

Choose the chatbots & AI solutions that work best for your company – as you need them.

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Chatbots & AI Solutions

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