We’ve looked at the best chatbot platforms on the market and broken down their key features to help you pick the best chatbot platform for your website. If you’re in the market for the best chatbot platform for your website, and you’re ready to take the next step, you’ve come to the right place. And the best chatbot platform does all this while lowering operational costs. They also expand service hours so any brand can offer 24/7 availability. The best chatbot platform for website can shorten wait times and enable instant support. An SDK smooths integration with mobile apps.Chatbots are becoming the unsung heroes of the modern customer experience. An API offers RESTful access to chores such as raw data gathering, configuration of agents and the workflow. The AI analysis will use natural language routines to find the best matching and then apply multivariate analysis to improve results. Much of the work goes into building the knowledge base where the answers are found. The bots multiply the power of the human and the human saves the bots from the most challenging questions. The bots can suggest answers to humans and humans can take over quietly from the bot. Bold360 calls this “omni-channel engagement.”īold360 talks about “bot and agent harmony” because its software aims to blend the work of humans and AI. Some customers may interact with a chatbot, others may send email and another group may browse the knowledge base directly with the guidance from the same AI. Bold360ĪI technology from Bold360 blends into the background of a collection of products for providing customer support. Recognizing the limit of the technology, Watson also includes a process for measuring the emotion of the user and transferring the conversation to a human if the user grows angry. There’s also a sophisticated tool for helping the chatbot find answers in FAQ documents. Programming the chatbot requires identifying potential tasks and the IBM tools can mine past human chat logs to flag ones that might be worth programming. Much of the infrastructure is devoted to finding answers from a big collection of raw data. A number of examples such as a retail store assistant or a Twitter feed chatbot are available on GitHub. Watson chatbots can be constructed in a variety of languages, including Java, JavaScript and Python. Your version of the chatbot may not moonlight as a trivia champ but it will be able to answer basic questions about your products. The Watson brand name is large and encompasses many different types of AI so it’s almost certainly not the same code that won Jeopardy, but it’s important not to be too obsessed with historical details. IBM Watson is probably best known for taking on humans in a game of Jeopardy eight years ago and now you can pull much of the same technology into a chatbot for your website or phone line. If the pre-built solution isn’t there, an extensive extensive API opens up all corners of the application, such as billing or the chat box. A large “marketplace” of plugins offers hundreds of ways to extend and integrate LiveChat. LiveChat integrates with many of the major CMS platforms but can also grab text from messaging platforms such as Facebook or e-commerce platforms such as Magento. The tool organizes and tracks ongoing conversations between users and live agents with a ticketing system for issues that require extended research. LiveChat is a platform for supporting live agents with a collection of canned responses and a knowledge database of commonly sought information. If your data is already in the cloud or you are using AWS for some other important use, then integration can be fairly straight-forward. Many of the services involve building functions for Amazon’s serverless computing platform, AWS Lambda, and these events will work with all of Amazon’s databases. The strongest feature may be its integration with the AWS cloud. The Lex tool works with both text messaging and voice input and guides users through a set of dialogs that Amazon calls “utterances” and “slots.” Amazon LexĪnyone who admires the abilities of Amazon Echo can use much of the same technology that supports Alexa’s voice. Here are six tool sets that help you add a chatbot to simplify the customer service process for both staff and customers. If you have many customers with straight-forward demands, training an AI may be the fastest and most economical solution for everyone. Will these be enough to shoulder some of the load? Will it be more work to program responses than simply pick up the phone? Those calculations often depend on the complexity of your business and the sheer number of customers who might need help.
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