A semi rule-based bot that can be extended to any chat medium ( Messenger, in-house chat, webchat, line etc.) and is default trained for major customer service domains. Not only captures keyword but the context of the conversation to roll out chat flows.
Genie learns and improves over time and thus, assists live agents by decreasing customer query abandonment rates. Since Genie handles mundane queries with high accuracy, agents get time to focus on priority customers. When an anomaly in customer behavior is detected chat is seamlessly transferred to the live agent.
Improve Customer Service
Increase Customer Satisfaction
agent's support system
Enhance Agent Productivity
Improve Agent Satisfaction
Automating Mundane Activities
First Call Resolution
Reduce Search Effort
No chat history? No problem. Genie connects to the systems and continually learns about the business, making it smarter with every interaction. Train Genie using pre-determined rules.
Worried about out of context answers? Genie remembers the context throughout the conversation and adapts its tone and answers accordingly.
Have multiple queries? Genie collates data from multiple backend channels in real time to enable seamless customer interactions.
What about escalation and unique requests? In case of priority customers or escalations, Genie seeks help from human agents without call disconnection.
What about omnichannel customer interactions? Genie can be extended to various chat mediums - In-app chat, Website, Facebook Messenger, MobileApp SDK, Viber, Line, WhatsApp to name a few.
What about domain knowledge? Genie is a machine learning enabled closed domain chatbot with a complete understanding of end to end workflow.
Handling difficult queries? Genie understands the mood of the customer to take appropriate steps and transfer to live agent in case of escalation.
How about performance monitoring? Set goals for Genie and get reports for data analysis, forecasting and improving the customer service.
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