AI Customer Self-Service
Your customers’ fast path to resolution is also your path to scale. Companies using customer self-service software enjoy 71% greater annual improvement in customer satisfaction rates, retain 76% more of their clientele, and have a 6x greater annual improvement in customer lifetime value.
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
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
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
Featured Resources
Forrester Report: Leverage AI To Drive Measurable Improvements And Move Your Customer Experience To The Top (Executive Summary)
Bold360 teamed up with Forrester Consulting to survey global businesses and measure the benefits of providing good customer experiences.
Aberdeen Research Report: Omni-Channel Engagement – How to Deliver Context-Driven Experiences
Best-in-Class firms are differentiating themselves by orchestrating interactions across all channels to deliver a seamless, personalized customer experience.
AI Customer Experience Report: Impact of Chatbots and AI on the Customer Journey
See how your CX processes compares in this global survey to business leaders and consumers.
Aberdeen Research Report - AI in the Contact Center
This Knowledge Brief outlines how service leaders across the Fortune 1000 educate themselves on how AI can help transform their activities.
Discover smarter, more personalized engagement.