Enghouse Interactive: Presence Social Interactions: first WhatsApp for contact center solution officially connected

Staff Contributor

Staff Contributor




This WhatsApp bot for Contact Center difference is that it totally conversational and offers 100% natural language recognition. Other bots used in social media and digital channels function as a visual IVR, responding through a graphical interface.

Natural automation of customer support

The heart of the artificial intelligence of a bot is NLU (Natural Language understanding). It allows an understanding of communication with users through natural language. However, most bots only recognize keywords programmed into their knowledge base. As a result, If users don´t type exactly that keyword, the bot would not recognize it and could not provide a solution to their requirement.

A powerful NLU engine goes far beyond just recognizing keywords. It identifies contexts, corrects spelling, and supports multiple languages. Thus, it is the artificial intelligence that learns progressively with simple training and allows you to grow and get to know customers as you interact with them.

The basis of the NLU is the Intent of the users. They are made out of a series of phrases that allow the bot to have a starting point to interpret what users want to request. Here it is extremely important to configure the different ways in which the user can make the request.

Keeping the context of the customer journey

Let´s picture a person who wants to open a bank account. How would he do it? Some would write “I want a debit card”, others “I want to open an account” or simply “I want an account”. For this series of sentences there will be only one possible response from the bot: “Do you want me to suggest a type of account or do you prefer to see our catalog?”

Another key element is the entities. These allow us to build the “dictionary” of customers, establishing synonyms of the keywords, and allowing them to adapt to slang. Accordingly, all the above elements lead to developing the contexts of each requirement generated by the user. This way, companies can develop self-service flows that are adapted to their particular needs.

Where we come from and where we are going in terms of customer experience

Years ago, customers were afraid to make requests through virtual assistants or automatic voice response systems that didn´t inspire confidence. Today the picture is completely different. The technological developments of internet connectivity and smartphones lead the path of the evolution of communications.

Phone calls are no longer the easiest way to receive information nor the most used. Instant messaging applications are surpassing social networks in usability. Companies can be in continuous contact with their customers all day, in the same way, we connect with our friends and family. This is the fundamental reason why chatbots in WhatsApp are revolutionary, since they allow communication through natural language, making the interaction resemble a conversation with a real person. Moreover, its artificial intelligence engine is so powerful that is constantly learning, which allows to get to know customer much more. Therefore, these technologies allow us to offer exactly what they are looking for.

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Sourced from: Enghouse Interactive. View the original article here.