14 October 2020
What’s the difference between Artie the chatbot and Coni the formbot?
Artificial intelligence often makes people think of Terminator and Skynet with killer robots, but reality is very different from the fiction we’ve been told. AI helps us every day on many different platforms, from something as simple as Siri helping us make phone calls and set reminders handsfree, to complex medical support that powers medical diagnostics and drug development. Its heavy lifting processing abilities are across every industry and positively support many industries in ways that we often don’t notice.
For customer service, artificial intelligence can make your customer service department a productivity powerhouse. By having someone available online 24/7 to help website visitors, your company immediately becomes an ‘always online’ business, which supports the way our world is working as many people engage with businesses out of hours. Without this technology, we’d be back in the days of waiting for live chat support to come online, or waiting on a support ticket response for hours or sometimes days.
Artie, Click4Assistance’s AI chatbot
Artie is an artificial intelligence chat bot, built using IBM Watson to provide natural language processing (NLP). This allows the chat bot to understand the meaning of questions and statements in different ways.
Click4Assistance chose IBM Watson since IBM has been a chief pioneer and influencer in the AI world for over 20 years. In 1997, Watson beat world chess champion Garry Kasparov, and in 2011, Watson beat the all-time champions of the TV quiz show Jeopardy. It’s no wonder Click4Assistance have such confidence in Watson!
How does natural language processing work anyway? We don’t speak like robots, so naturally, we can use two different sentences to mean the same thing, such as “what is the office address” and “where is the office.” Both statements mean the same, but if the chatbot did not have natural language processing, it would not recognise it. Artie, through NLP, understands that this can mean that the customer is looking for the address for the office and respond accordingly.
Coni, Click4Assistance’s AI formbot
Coni is an automated conversational interface for your website. She collects information in a more structured way than Artie. Coni does not use natural language processing, but she is able to collect information by asking questions and presenting a selection of possible answers. This makes her very effective for lead generation and frequently asked questions. Coni is able, through a Q&A, to collect information from a customer about what they are looking for and can either provide an option based on the answers provided by the customer, or transfer the customer to an available agent. This is very helpful when agents are inundated and saves them time since Coni has provided some useful data.
About Click4Assistance, the makers of Artie and Coni and chat for websites
Both Coni and Artie are fantastic ways of improving your business’ customer service department and your website’s user experience. When they are connected to social media direct messaging, they can also provide the same immediate engagement on your social media pages, making your brand as responsive as possible on every front. They can both help with sales, cross sell and up sell without human intervention, increasing your potential revenue generated from your website, making them the most effective team members in your customer service department.
The full suite of Click4Assistance tools are accessible from the customisable dashboard, so your customer service agents have everything in one place, instantly making them more efficient and productive. The dashboard is accessible from any laptop or desktop with a Chrome browser, so it’s built for seamless remote working. And with everything in one place, like live chat for websites, video chat, social media direct messages, Click2Call, and even your CRM integrated, your customer service agents are able to work effectively from anywhere.
For over 15 years, Click4Assistance has been helping businesses just like yours with their customer service software solutions. If you’re interested in deploying Click4Assistance, the UK’s premier GDPR compliant live chat software solution, to increase your business’ productivity for 2020, give us a call on 0845 123 5871 or send an email to firstname.lastname@example.org and one of our experts will be with you right away. Not ready to reach out yet? Discover how it works, try a demo, or better yet, try Click4Assistance completely free for 21 days.