New capabilities help customers deliver more effective omnichannel customer experience across more channels
Comm100, a global provider of enterprise-grade digital customer experience solutions, announced the launch of its third-generation AI-powered chatbot, featuring extended capabilities for handling more complex customer requests and better collaboration between bots and human agents. This release also includes text messaging (SMS) integration and a broad range of cloud connectors using the Zapier platform.
The idea of scaling and automating one-to-one conversations using AI chatbots has created significant excitement, but many of today’s bots are failing to live up to that expectation. A major contributor to this phenomenon is that very few chatbots currently offer the visibility and human agent escalation workflow needed for companies to have full confidence in their deployment. With this latest bot upgrade, Comm100 has taken the AI capabilities introduced in its second-generation chatbot and added the flexibility and control organizations need to ensure they are providing the best possible customer experience.
New capabilities include:
- Smart Triggers: A new system for defining the bot-agent relationship that leverages visitor information, message content, intent or repetitive bot responses as conditions to route, segment, send a notification or flag a chat for human monitoring.
- Webviews: HTML content embedded in the chat window that behaves like a webpage or online form and can be used to perform actions in the same way they would be completed on a regular website or mobile app, without special coding for the live chat window.
- Dynamic field population: Automatically populate chat window fields with web data and dynamically adapt chatbot conversations based on field selections. The bot can also now populate form fields by asking a series of questions rather than relying on the customer completing a form.
This release also brings SMS communication management to the Comm100 platform, enabling organizations to connect with their customers via text messaging, a rapidly growing B2B communication channel.
Finally, this release introduces a powerful integration layer that allows Comm100 customers to automate workflows in thousands of cloud-based apps. Using the Zapier platform, customers can connect to systems including Slack, Microsoft Office, Google Docs, project management platforms, CRM systems and many more. For example, customers can automatically create a new contact in Microsoft Dynamics CRM whenever a chat ends, using data gathered in the Comm100 chat window.
“Some brands are still skeptical about chatbots because they have not been able to successfully blend human and bot for a better customer experience,” said Jeff Epstein, VP of product at Comm100. “Our latest bot upgrade bridges this gap. By putting AI to work more intelligently and perfecting the bot-agent relationship, our best-in-breed chatbot solution enables our customers to invest confidently in AI to deliver the best experience possible to their customers.”
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