28 June 2018
AI, Coming to a Screen Near You…
Previously, the team at Click4Assistance haven’t been impressed by the results of AI. Whilst other providers have rushed to create bots, we have taken the time and money to invest in comprehensive research and development.
Previous cases from various suppliers have proven that the AI hasn’t been quite ready to unleash within the business world. Bots have diverged from their learnt knowledge to come up with their own scripts of jumbled up language. They have been unable to answer simple questions and provide visitors with too many alternative options for finding their answer. Even AI personal assistants have been activated and responded without any instruction.
Our concern was that this immature technology has not been good enough to provide a satisfactory level of customer service, until recently.
Our development team introduced a foundation for AI to be built upon within ‘Experiences’. As part of the first stage, the Assisted AI functionality automatically provides operators with answers from the Predefined Reply library. These are suggested in real time by matching what the visitor is typing to the systems algorithm that rates the responses by relevance.
Having a partial AI service allows representatives to qualify the suggested responses and edit the best answer before sending it to the visitor. This ensures that the enquirer receives an accurate reply.
Behind the scenes our development team have progressed onto building a full AI service. This reliable solution is just around the corner; however we are keeping the release date under wraps for now. All we can disclose at this stage is platforms such as Watson by IBM, together with Microsoft and Google AI solutions have been part of the research period.
Customer service is vital to your organisation, and we want to be confident that when you implement AI into your strategy, that your customers’ expectations and satisfaction continues to be met and even exceeded.
A huge factor for any organisation is ensuring that visitors are being provided with the correct information. In order to do this they must invest resources to manage, update and add to the ever growing lists of questions. Click4Assistance have always been at the forefront of ease and usability. Therefore we need to ensure this remains the case when AI is released shortly.
To keep up to date with the latest news about our AI release, sign up to our newsletter by entering your email in the panel provided. For more information about the Click4Assistance live chat on website solution, contact our team on 01268 524628 or email email@example.com.