AI Bot and Integrated Webchat
We offer the expected range of webchat services such as context-based routing, automated queuing and session transfers to other colleagues, as well as inviting as many others as needed to join the chat. Additionally, the webchat can build forms from standard data and multiple formats for further completion by customers, carry out spell checking and provide standard responses to key questions. A full MI reporting capability is included.
The AI Bot is now built using a LLM (Large Language Model) engine which greatly expands its ability to deal with complex, multi-topic queries. When combined with access to all your regulatory and compliance documents, this allows the Bot to provide accurate, up to date information considerably faster than human operators, and around the clock. This can be used to handle high volume inquiries from brokers, for example, whilst freeing up time for staff to provide the more personal touch associated with a mutual. Authenticated chats from the App can be routed through WhatsApp enabling confidentiality and security at all stages.
The bot is able to handle multiple discussions simultaneously including other common queries such as balance enquiries, redemption figures, opening hours and so on thus freeing up branch staff time for higher value work. Inbound enquiries can also be routed to specific specialist teams (e.g. ISA) where the bot can handle queries related to that area.
As an aid to human operators, we have developed the “Whisper” capability. The bot can speak directly to customers, or it can be used to support staff utilising this functionality. Staff working in call centres, on web chat or in branches can use the Whisper function to get answers to any questions. This means they can simply ask the bot which gives them the answer in seconds along with the text to be pasted into the customer response if needed.
