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Chatbots

Hybridising live chat with a chatbot

If your customer service strategy doesn’t include live chat, you could be missing out on a big boost to customer satisfaction scores. Live chat offers short waiting times and the ability for customers to get on with their day while your team solves their issues. However, it can be a burden for your customer service team as a large proportion of their time is often spent dealing with repetitive questions that are easily answered but time-consuming to resolve.

The answer is a hybrid live chat / chatbot solution that enables your team to engage with genuine customer issues and allows simple, easily-solved problems to be dealt with by AI. DHL Parcel Benelux launched a chatbot solution in 2019 to deal with the huge volume of enquiries it receives on a daily basis. Simple enquiries around delivery times and dates can be dealt with using AI, while more complex queries can be covered by customer service agents

Clearly, we’re becoming more familiar and comfortable with chatbots in our daily lives. Capgemini research showed that 54% of respondents had AI-enabled interactions with organisations on a daily basis in 2020 versus just 21% in 2018, so it makes sense to utilise the latest conversational AI technology to relieve the strain on your customer service team.

Conversational AI is a fast evolving space, so to make sure you’re on top of the latest developments, we’ve rounded them up below:

Conversational AI as your first line of support 

A large percentage of the queries your customer service team receive will be repetitive, informational questions. Having a human respond to these questions is a poor use of their time. Instead, consider how a conversational AI platform could allow your team to focus their time on urgent, context-specific queries and let a chatbot handle the high-volume, low-urgency enquiries by responding with intelligent, personalised answers. 

With instant response times, allowing AI to do the heavy-lifting increases customer satisfaction and, with AI at its core, your chatbot can learn from customer interactions, allowing it to take on more complex queries and saving your team even more time. 

AI issue escalation

You might be wary of handing your customer service over to a chatbot, but alongside a multitude of safeguards is the ability to seamlessly hand a query over to a human agent should it become too complex for the AI platform to handle. The chatbot effectively screens messages for subject and intent and identifies how best to handle the query from there. 

Skills-based routing

As an added bonus, the AI platform can use the qualification stage to route specific queries to members of your team with the necessary expertise, allowing them to quickly and effectively deal with issues without the need to pass the customer around several team members, potentially aggravating existing frustrations. The platform also automatically transfers a transcript of the initial part of the conversation, allowing customer service agents to get up-to-speed quickly, removing the need for unnecessary duplicate scene-setting on the part of the customer. 

Get the right platform

Ensuring that your Conversational AI platform has all of the tools above is essential to make sure you’re getting value for money. 

Using Natural Language Processing (NLP) and machine learning techniques, your platform should be able to handle thousands of enquiries per day with simple setup and ROI generated from day one. 

By utilising our Conversational AI platform, you can offer your customer service team a cost-effective chatbot with simple handover to a live chat agent where necessary. 

Equally, your platform should be equipped to handle everything from repetitive enquiries to more complex interactions, such as an insurance claim for example. 

Finally, making sure your platform is simple to maintain is essential. Drag and drop interfaces make updating and revising your chatbot simple and flexible, enabling real-time updates without the need for in-house coding skills. 

Customer Success Story: Missguided

Fashion brand Missguided experienced a period of rapid growth with a huge increase in customer service queries as a result. Adopting a conversational AI platform enabled them to deliver an 80% chatbot engagement rate and decrease live contacts and costs by 14%. 


Implementing a Conversational AI platform needn’t be stressful. Get in touch and we can talk you through the process and explain how our solutions – Conversational AI Cloud and Mobile Service Cloud – can supercharge your customer service offering.

Discover more about our Conversational AI platform.

Conversational AI Speak to an expert

Discover more about our Conversational AI platform.

Conversational AI Speak to an expert
Lauren James
Lauren James,
Business Development Manager

Lauren is the Business Development Manager for the UK&I. She is passionate about the innovation and deployment of conversational AI technology. As an expert in her field, Lauren helps customers implement chatbots, voicebots and SaaS solutions.

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