Customer Self-service (CSS)

Dynamic Search Bar

Do-It-Yourself support made simple.

When visitors hit a dead end or get lost in online FAQs, they either bounce or involve a costly human agent. Bold360’s dynamic search bars understand what your customers are looking for and deliver relevant results within seconds. Your customers won’t waste their time digging or your agents’ time when not necessary.

Provide a frictionless self-service experience with Bold360’s patented Natural Language Processing (NLP) that understands your customer’s language and unstructured search terms
Ensure CX consistency with dynamic search bars across your website, mobile website, and mobile apps
Optimize dynamic search bar engagement with a floating side widget or fixed position

Conversational AI Chatbots

Personalize the self-service experience.

There’s something undeniably delightful about having a successful conversation with artificial intelligence (AI). Built with patented NLP, Bold360’s chatbots understand, remember, and respond like humans, so your customers can just be themselves and get the help they’re looking for in a quick, personalized way.

Brand your chatbot with a unique personality to promote familiarity
Put your chatbot to work across all of your messaging channels for a consistent customer experience
Never scripted but always customizable with transparent AI

Learn more about Conversational AI

Continuous Conversations

Always keep agents in the loop.

When your chatbot needs to involve an agent, whether it’s to answer a complex request or hand off a high-value opportunity, the transition is seamless. Agents can clearly see what has occurred in the self-service interaction, so customers don’t have to repeat themselves. AI continues to help the agent as a virtual assistant, offering contextual information at the right time to resolve issues faster.

Offer a seamless experience for customers as they move from self-service to live agent
Support agents with more information from the beginning of the engagement
Enhance your chatbot’s capabilities as it learns from your agents’ expertise

How agents and bots work better together

Always Learning

Deliver better outcomes with AI that learns and teaches.

Instead of pre-loading a customer self-service solution with every possible knowledge base article you can think of, go with what you have and let Bold360 help fill the gaps. See what customers are asking in self-service interactions to know which questions need new or additional information. Your Bold360 chatbot also takes feedback from customers and agents to self-learn how to answer queries better over time.

Focus your knowledge management efforts by knowing exactly what your customers are trying to accomplish in self-service
Keep improving self-service as your knowledge base grows and your chatbot learns

Keep getting better with Customer Analytics