‘Intercom’ launches customer service bot called ‘Answer Bot’ – Marketing

messaging appsCustomer messaging platform ‘Intercom’ has launched an artificial intelligence (AI)-based product called ‘Answer Bot.’ Now, before you groan & exclaim, ” Oh, no, not another one”, Intercom claims its bot is different from the pack.

When customers ask a question in the Intercom Messenger, Answer Bot uses machine-learning to recognize the query & deliver the exact answer right there, directly in the conversation, says Intercom on its official blog post.

We’ve found that on average, Answer Bot instantly resolves 29% of your customers’ most common queries & improves customer response time by 44%.Customers want & expect fast answers to their questions. And no matter how easy you make self-service, human nature means customers will go for the easiest option – asking a human. This is exactly the appeal of messengers like Intercom. They’re fast, easy & personal.

The new bot takes care of the inability of many businesses to scale customer service. Because many companies cannot afford to staff enough people to answer every single customer question in real-time, many customers keep waiting for answers to their questions, sometimes for days on end. But Answer Bot, says Intercom, takes care of this, too.

The technical challenge with this product was that customers ask the same question in a bunch of different ways.

What we’re providing is the power of machine learning & natural language processing to create algorithms that determine whether Answer Bot should jump into this conversation, & which answer should it give.To deliver on the promise of Answer Bot, we need humans to work with our technology, to target & train it. But we don’t require them to actually understand that technology.

Instead they need only to provide guidance – they choose what types of questions Answer Bot should target, & then they train Answer Bot with examples from actual customer questions they’ve received. From there, Answer Bot’s algorithms know when it should jump in, & which answer to give.

Answer Bot can partner with 100+ third-party apps in the CRM field. Here’s where you can find it.

Image Credit: Intercom

 

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