NEW YORK, NY–Socialbakers has integrated conversational artificial intelligence (AI) chatbot technology into the Socialbakers Suite. The addition enables marketers to automatically identify unanswered questions and instantly respond to frequently asked questions (FAQs).
AI chatbots improve the customer experience and save time by swiftly responding to huge volumes of queries. In addition, the technology provides a seamless escalation to customer care agents with the full context of the query, increasing both customer satisfaction and agent productivity.
Today more than ever customers are online, said the company, and they expect brands to be there too, responding to their questions and providing feedback without delay. To meet the expectations of customers, brands are turning to conversational AI chatbots to help them instantly flag unanswered questions and respond to the most frequently asked questions immediately, so their contact centre agents can focus on more complex, personalized conversations. Not only do chatbots take care of the repetitive questions, regardless of the volume, time of day or the language, they also act as the conduit for quickly escalating more critical conversions to agents.
With Socialbakers’ AI-powered social chatbots brands will be able to:
–Identify FAQs. Companies can easily isolate and understand the top issues facing their customers.
–Customize friendly auto-responses. Create conversation flows that please and resonate customer personas.
–Generate fast responses in any language, 24/7. Instantly create helpful responses to cover any shift, time zone or geographic region.
–Enjoy a seamless handoff from chatbot to human. Give customers the superior attention they need for complex and serious questions.
–Improve the conversation patterns with AI. Analyze results and pinpoint problems to improve the chatbot experience.
With Socialbakers AI Chatbot technology, brands can completely automate responses to common inquiries and topics, while still providing genuine interaction with a human flair.
“Inbound messages from social media channels increased threefold during the first few months of the COVID-19 pandemic, overwhelming brands with questions from their customers,” said Yuval Ben-Itzhak, president, Socialbakers. “That’s why we’re excited to announce that brands will be able to leverage customizable social chatbots within the Socialbakers Suite. By integrating social chatbots into their conversation workflows, brands will be able to delight their customers with seamless interactivity and timely, personalized interactions, while letting AI take care of repetitive FAQs.”