Bots are becoming an essential tool for customer service, answering questions, and guiding clients through sales processes.
This solution — an automated service and sales agent — becomes particularly critical in emergency situations, such as during the COVID-19 pandemic or times of conflict, when it is vital to continue providing customer service even if the human service and sales teams cannot operate normally.
Consist provides and implements a comprehensive suite of digital communication solutions for customers, including a variety of bots — script-based bots and AI-based bots, both voice and text. This range of bots allows us to implement solutions that perfectly meet the marketing and operational needs of organizations and businesses of different types.
To provide the ideal solution for your organization or business, it is important first to understand the differences between the types of bots, define your specific needs, and design a solution that optimally fits your marketing and business operations.
Script-Based Bot
A script-based bot can provide customer responses according to a predefined set of rules and guide the customer toward their desired outcome. The bot presents several options, and the customer selects from them to progress toward a solution for their needs.
Whenever the bot is unable to continue the dialogue, it either directs the inquiry to a human agent or requests that the customer leave their details so a human service representative can follow up.
This type of bot solution is implemented by Consist in hundreds of leading organizations in Israel and has proven itself both as an extremely effective lead-generation tool and as an excellent means of addressing various customer questions and needs. Our experience with implementing this bot shows that it can streamline customer service and sales operations and reduce the load on human service teams by tens of percent. For more details about the solution, click here.
When is it worthwhile to implement an AI-based bot?
A script-based bot provides excellent responses to many customer needs; however, there are inquiries or questions it cannot adequately address. For this reason, it is often recommended for organizations and businesses to implement ConsistAI — Consist’s smart bot solution, capable of operating in both text and voice, using natural spoken language.
Here are some key features of Consist’s smart bot:
Innovative and Efficient Customer Experience: A smart bot guides the customer to the product or information they are looking for much faster.
For example, consider a case where a customer visits the website of a large electronics retailer looking for a washing machine with a side door, a 7 kg capacity, an AA energy rating, and a price range of 1,000–2,000 ILS.
With a script-based bot, the customer would need to go through several navigation steps to reach their desired product, as in the following example:
In contrast, with ConsistAI, customers can type or speak exactly what they are looking for, and the bot will understand their request and quickly guide them to the product they need, without requiring multiple navigation steps.
Highly Intelligent Bot: Supports 34 languages, including Hebrew, and automatically detects the customer’s language.
If the bot greets the customer in Hebrew and the customer responds in English, or in any of the other languages that ConsistAI supports, the bot will automatically detect the language and adapt to the customer.
ConsistAI understands the meaning of a sentence, not just the combination of words.
“I purchased a washing machine from you and I can’t get it to work.” says or writes the customer. In this case, does she want a replacement? A refund? Technical support? ConsistAI can identify that she most likely needs technical support and will direct the conversation immediately to one of the company’s technicians.
ConsistAI integrates with internal and/or external databases and can retrieve data from them to provide responses to customers.
ConsistAI comes with a full API and can communicate with core organizational systems and databases to check order status, verify product availability, schedule technician visits, and more. The smart bot can also create an internal database and/or connect to external databases, providing answers based on these data sources. For example, ConsistAI can understand when a customer is looking for the nearest branch of a retail chain. It queries the connected database and delivers a list of branches closest to the customer’s location.
ConsistAI can detect and correct spelling errors.
When ConsistAI’s text bot encounters a word it doesn’t recognize, it can determine the context and identify that it is likely a spelling mistake. In the example below, ConsistAI recognizes that the customer typed “ראש האיין” instead of “ראש העין” and corrects it automatically.
Summary
Both Consist’s script-based chat bot and ConsistAI, Consist’s smart bot, have their own advantages. The bot experts at Consist’s Digital Division will be happy to work with you to identify your exact needs and recommend the most suitable solution. To schedule a no-obligation consultation and a solution demonstration, please leave your details and a representative will get back to you promptly. You can also send an email to: [email protected].