Hybrid chatbot
Enhance customer service using machine learning
A hybrid chatbot makes the best of agents and AI to provide a better customer experience
Definition
Agent & Chatbot never fail
Hybrid chatbot is installed within an existing user to agent communication proccess (chat, social media, email). The chatbot takes over the conversation when it is sure to understand the user request. Users never get the "I did not understand your request" response.
Best of one's strengths
Bots manage frequent and simple requests that human have no interest in and they perform faster and cheaper.
On the other hand, agents manage complex requests that bots are not able to do and they perform better.
On the other hand, agents manage complex requests that bots are not able to do and they perform better.
Hybrid chatbot benefits
Hybrid chatbot allows to reduce the customer service cost by freeing time for agents and it increases the customers' satisfaction by responding faster to simple requests.
Many e-commerce or media websites now use chatbots to answer to their customer requests...
