AI Customer Service

What do you like best?

Powerful and robust NLP for the basis of the AI. The success team partnered with you is top notch and really dedicated to ensuring your success in using their platform. Very responsive and quick to address issues. The out of box dashboards are impressive in providing a quick snapshot view of operations in real-time or over set periods. Their development team can really seem to work magic based on user requirements.

What do you dislike?

As a platform that is maturing there are still some standard features that feel missing or not yet out of the roadmap discussions. Much of the continued growth and maintenance of the platform continued to requires assistance from the AI Customer Service success team, meaning the client does not have as much control over making changes to address performance or user experience. Overall up-time and performance have been good, but alert notification infrastructure has still not fully matured yet.

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

The platform has become the web gateway to our customers for self service. We've already seen steady growth in engagements/conversations and likely case deflection upwards of 40%. With the continued refinement of the AI NLP and feature roadmap, we are confident in being able to further deliver an excellent self service customer experience.