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Helpshift Unveils SensAI: AI Tech Designed Specifically for Customer ServiceHelpshift, the company revolutionizing the customer service industry, today announced the release of SensAI, the first artificial intelligence natively built for customer service. Using SensAI, brands can automate the support process to make service interactions more human-while reducing time to resolution, optimizing operations, lowering overhead in the contact center, and improving day-to-day life for agents. "Our technology stands in stark contrast to the overhyped and under-delivering AI and bots on the market today," said Linda Crawford, CEO of Helpshift. "Customers expect instant, personalized, in-channel support, and brands must be able to deliver it at scale. Helpshift's chatbots and AI have been thoughtfully developed for carefully-tailored use cases that will meet those needs by simultaneously improving the customer experience and boosting operational efficiency." Uniting People and Bots for Support Excellence SensAI uses AI to automate the right parts of the customer service experience, making it possible for brands to deliver personable-and highly personalized-messaging-based support to their customers at scale. SensAI has three main components:
Improving the Customer-and Agent-Experience
"Organizations have historically encountered a tough trade-off by having to choose between increased scale and customer satisfaction," said Abinash Tripathy, co-founder and Chief Strategy Officer of Helpshift. "Expensive channels like the phone were good for high-value interactions but didn't scale and were too costly for simple, repetitive issues. Knowledge portals, on the other hand, were low-cost, mass-usage channels, but they led to customer frustration and churn. The advent of chat and messaging combined with AI has fundamentally changed all of this. Messaging, AI and bots now allow organizations to dramatically improve customer satisfaction while lowering costs and accommodating massive scale-all at the same time." About Helpshift Helpshift bridges the disconnect between conventional customer service channels-like email and phone support-and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift's AI-powered support platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Xfinity Home, Microsoft, Virgin Media (News - Alert), Zynga, Viacom, and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 130 million active consumers monthly. To learn more about Helpshift, visit helpshift.com and follow @helpshift on Twitter (News - Alert).
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