You Asked: How Can I Tap Into AI's Potential in the Contact Center Beyond Chatbots?
Chatbot builder
Digital customer service.
Creating your own chatbot might be easier than you think using AI chatbot builders.
Chatbots are everywhere these days. Chances are you've encountered them on websites, blogs, Facebook Messenger, and mobile apps. Companies have been eagerly implementing chatbots, hoping to gain the potential benefits they offer. Some efforts fail while others are very successful. A lot of it comes down to business intent and design.AI chatbots can perform a variety of very structured tasks. Some companies use them strictly for customer service. For example, the chatbot might greet the customer and try to solve their issue. If the customer asks a question that the chatbot has been programmed to answer (like "how do I return an item?"), voila! - an AI chatbot can provide the answer and an agent-assisted contact is avoided. Otherwise, the chat session gets handed off to a live agent or, if this capability doesn't exist, it might be a dead end for the customer.More sophisticated AI chatbots can perform more complex tasks, like providing order status, suggesting what wine to pair with lasagna, or scheduling a spa treatment. The implementation of these types of chatbots are more complex because they need to integrate with other business systems. Many businesses find it worth the effort and have been very creative with how they deploy chatbots, resulting in a customer experience that is useful and, in many cases, fun.Features of NICE AI Chatbot Builder
Drag-and-Drop Design for Ease of UseThe NICE AI Chatbot Builder simplifies chatbot creation with an intuitive drag-and-drop interface. This user-friendly design enables businesses to build and deploy chatbots without the need for extensive coding expertise, reducing development time and costs.Multi-Language Support for Global Customers
With built-in multi-language capabilities, the NICE AI Chatbot Builder empowers businesses to serve a diverse, global customer base. Chatbots can seamlessly communicate in multiple languages, ensuring a consistent and localized customer experience across regions.These features make the NICE AI Chatbot Builder a powerful tool for enhancing customer engagement and streamlining operations.
How AI Chatbots Enhance Customer Engagement
Resolving Common Queries InstantlyAI chatbots provide immediate answers to frequently asked questions, offering round-the-clock support. By addressing routine inquiries quickly, they reduce wait times and improve the overall customer experience.Personalizing Interactions with AI Insights
Leveraging customer data, AI chatbots deliver personalized interactions tailored to individual needs and preferences. From recommending products to remembering past interactions, these chatbots create a more engaging and meaningful customer journey.With their ability to combine speed and personalization, AI chatbots are transforming how businesses interact with customers, driving higher satisfaction and loyalty.
Do-it-yourself with chatbot builders.
A business can make their own customer support chatbot and there are plenty of chatbot builders available to help them do that. An AI chatbot builder is a development platform for making bots that can then be implemented on websites, mobile, and messaging apps. Among chatbot builders, there's a broad range of capabilities as well as pricing options.Organizations with very simple use cases can find chatbot builders that provide pre-built chatbots no coding knowledge required. Alternatively, users can easily make their simple chatbot using drag and drop technology. Typical functionality of these chatbots include greeting website visitors, answering questions, and collecting information. Some of the best chatbot builders also include integration with other systems using APIs to enable, for example, elevation of a chat session to a live agent.Do-it-yourself chatbot builders might not be the right tool for more sophisticated chatbots. Instead, companies may need to hire programmers who specialize in AI chatbot development and integrations.Transform Customer Engagement with Our Chatbot Builder!
Watch our free demo today and see how you can create intelligent chatbots that enhance customer experiences and drive business growth.Watch demo now
Chatbot maker for any digital channel
Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect, using AI chatbot.- Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools.
- Simple to Activate: pre-integrated channels make it easy to offer to customers and agents.
- Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents.
Empowered agents
CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All delivered in a single application – complete with full customer context, journey history, and sentiment.- Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – deploy chatbots to retain the native experience of each messaging platform.
- Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’.
- Customer Card: full customer context, journey and conversation history, plus sentiment.
Holistic management
With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations.- Self-Service: native AI-powered chatbot and 20+ DEVone AI bots with seamless elevation to agents.
- Intelligent Routing: AI-powered natural language and Predictive Behavioral Routing for voice/chat and digital messaging channels.
- Blended Agents: complete quality, coaching, recording, scheduling tools to optimize management and engagement of a true omnichannel team.
- Digital Voice-of-the-Customer: feedback surveys and speech/text analytics that capture, analyze, and drive action on CX insights.
