Alphachat.ai

What do you like best?

Alpha Blues have really supported us over the years - and have done exactly what we have asked, to automate more of our chat contacts to help solve our customer's issues.

The tool itself is intuitive and gives us the freedom to easily update and change Chat Bot responses on the fly, incredibly useful when we have a product that can change quite regularly. For anything that requires additional work, their support has been outstanding, turning around our requests very quickly. I've been quite impressed with their roadmap, and taking our feedback onboard.

Assistance in training the Bot is also a welcomed resource, something that we struggle to always allocate internally. Alpha Blues have helped support us in ensuring the Bot is trained at regular intervals so we can always stay on top of the different customer enquires.

Finally they have always been open to supporting the tools that we use and additional plugin such as translation software to we can utilise some of these tool into the Chat Bot instead of only at an human/agent level.

What do you dislike?

Not much to say, it would be great to take teaching and learning the Chat Bot without the need of manual training. Using already made templates to teach the Chat Bot would very nice, but this is something we have not been able to utilise with out current chat tool.

A visual flow diagram of the journey of the customer's chat and different chat bot responses would be really good addition to the tool. This will allow us to not only focus on that first reply but invest more time in our Chat Bot answering follow up and customer replies to their original enquiry - so we can pass less of these chats to our agents.

What problems are you solving with the product? What benefits have you realized?

With any fast growing company, customer contacts are going to grow with it. Using Alpha Blues Chat Bots we have been able to automate over 30% of our contacts. This has allowed us to focus on those complex customer issues that require a human intervention, while those simpler issues can be easily handled by our Chat bot.

Alpha Blues has also supported us in providing multilingual support by allowing us to obtain the customer's preferred language before we engage with the customer as well as using an additional Chat Bot to help deflect enquires in a specific language other than English.