Q-nomy Introduces myVisit Chatbot
Want to know what to expect with the weather? Siri can help. Are you in the mood for some music? Or do you want to hear about the news of the day? Just ask Alexa. Need to schedule a customer service appointment? You can use a chatbot for that too.
A company called Q-nomy has introduced myVisit Chatbot. It enables service providers to offer customers the option of conversing with a computerized AI agent to locate nearby stores or branches, and make appointments at their locations. It also features mobile self-service applications, and other back-office and customer-facing components.
The company’s executive vice president, Eran Reuveni, says the chatbot is a natural extension of Q-nomy’s omnichannel customer journey management solution. "It enables businesses to convert digital leads, or any unresolved chatbot conversation, to face-to-face interactions where human agents can ensure customer satisfaction and sell more relevant products,” says Reuveni. “The chatbot technology we use ensures this conversion is swift and cost-effective as possible."
Q-nomy’s myVisit Chatbot, available now, is an add-on to the Q-Flow platform.
A 2016 Accenture (News - Alert) study notes that chatbots are a good match for situations in which the user has a very specific request and the answer is well known and predictable. Customer education and troubleshooting are two such examples, notes Accenture. (Setting schedules is another.) “These cases allow decision trees to be developed rather than requiring a more general intelligence,” the firm says. “With a well designed bot, resolution rates can be high.”
The study notes that a Georgia Tech University professor creates a teaching assistant chatbot. It took online inquiries from students in a computing class. And after just three months, this chatbot answered questions with 97 percent accuracy.
Edited by Mandi Nowitz