Digitalise and automate first-line customer support.
Engage Hub’s AI-powered Chatbot resolves customer queries effectively. Deflecting calls and freeing agents to deal with more complex issues, it optimises customer interactions, improves agent productivity and drives operational efficiency.
A key element of our Contact Centre Automation solution, Engage Hub’s AI-powered Chatbot supports over 130 languages and works seamlessly across all your communication channels – SMS, voice, email, WhatsApp, web chat, Messenger, RCS and more.
Recognising customers’ past interactions and queries as they move between touchpoints, our Chatbot delivers a connected, consistent experience – avoiding frustrating repetitions and optimising the customer experience.
Supported by deep integrations into your back-end systems, our Chatbot gives your customers immediate responses to complex and specific queries – account inquiries, delivery updates, meter reading and more.
Utilising our powerful native Natural Language Processing (NLP) and speech recognition engine, the Engage Hub Chatbot captures and understands intent – so customers can speak naturally.
Delivering a human-like experience, the user-friendly interface enables your team to configure, design, and optimise call flows, easily adding new journeys for continued improvements to the customer experience.
Speaking in your tone of voice – and responding to customer intent in an intelligent, personalised way – Engage Hub’s Chatbot is an effective ambassador for your brand.
Guaranteeing immediate responses during out-of-hours and peak times, Chatbots allow customers to self-serve 24/7 on the channel of their choice.
As all channels feed one AI engine, our Chatbot continuously improves, giving customers a progressively better service. Plus, it’s easy to add new intents and utterances to expand its ability to handle more complex queries – and optimise experiences in real-time using Customer Journey Tracker.
Empowering customers to resolve issues through digital channels in the first instance, the Chatbot drives cost efficiencies, cuts waiting times and frees agents to deal with complex queries.
When human intervention is needed, Engage Hub’s AI-powered Chatbot seamlessly transitions the conversation directly to a live agent – using your existing agent solution or ours.
The handover process includes a transcript of the entire conversation, along with verification confirmation or account-specific information – so there’s no frustrating repetition and the issue can be resolved quickly.
After the call, any information captured is seamlessly passed back to Engage Hub and core systems, enabling you to future proof customer service.
Unite automation, self-service and customer communication with Engage Hub’s AI-powered Chatbot.
Transform all communication channels into effective self-service solutions – reducing costs, cutting call centre waiting times, freeing agents to deal with complex queries or assist vulnerable customers, and delivering a more profitable customer experience.
Offer personalised product recommendations based on customer preferences. Whether by asking a series of qualifying questions or pulling in data you already have, our Chatbot helps you build solid relationships that deliver higher customer lifetime value.
Our AI-powered Chatbot simplifies the resolution of basic or repetitive queries and can handle more complex decision trees. Guiding customers through support more effectively than FAQs, it solves problems in real-time.
What is the purpose of a chatbot?
Chatbots are conversational tools that perform routine tasks efficiently. Customers like them because they help them get through those tasks quickly so they can focus their attention on high-level, strategic and engaging activities that require human capabilities that cannot be replicated by machines.
What are chatbots mainly used for?
AI-powered chatbots are commonly used in messaging apps, standalone messaging platforms, proprietary websites and apps, and even on phone calls (where they are also known as integrated voice response, or IVR. They provide always-on assistance for customer service or human resource issues.
What is the benefit of having a chatbot?
Chatbots not only respond quickly but also anticipate customer needs, deliver useful messages and recommend new products. AI analyses customer interactions to provide recommendations and suggest next steps. Higher customer satisfaction can increase your customer value. Chatbots are most successful when customer service leaders use them in conjunction with agents.
How does a chatbot work?
A chatbot uses predefined rules, natural language processing, machine learning or deep learning to interpret customer requests and provide responses. With access to business and customer data, chatbots can deliver more contextual and personalised responses. For example, if John Smith wants to change his ticket to Hawaii, a bot can give him available flights on his new travel date and tell him that he’s eligible for a discount if he upgrades to first class.