Chatbots

Automate Conversations with a Chatbot•

Enable customers to self-serve and reduce live contacts with scripted chatbots, AI chatbots, and voicebots.

Speak to an expert Chatbot FAQs

Offer 24/7 Customer Service

Enable customers to self-serve and find valuable answers, at any time, on any channel and any device.

Reduce Live Contacts

Remove the pressure on your customer service agents, enabling them to focus on more complex tasks.

Understand Your Customers

Collect customer feedback via a chatbot and use our insight dashboards to continuously improve service.

Support Your Customer Service Agents with a Chatbot

Chatbots can automatically respond to customer queries quickly and efficiently at any time. This means your customer service agents have more time to deal with complex issues, and customers can receive instant answers, even out of office hours.

Provide 24/7 customer service
Resolve problems quickly and efficiently
Boost team productivity

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Automate Your Sales Processes with a Chatbot

Chatbots can start conversations with new customers, engage existing ones, and identify potential leads. This means your business can diversify its acquisition and lead generation strategy and improve sales efficiency without increasing headcount.

Build pipeline and increase sales
Cross-sell to existing customers
Reduce acquisition cost

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Acquisition

Acquisition chatbots build sales pipelines and cross-sell to existing customers.

FAQ

FAQ chatbots can automate answers to repetitive commonly asked questions.

Internal

Internal chatbots can hold vast amounts of company information in one place.

Service

Service chatbots can automate customer service without agent intervention.

WISMO

WISMO chatbots allow customers to easily self-serve and track orders.

✓ Personal

Make sure your chatbot can help your customers in a personal way, even if that means handing over to a live agent.

✓ Transactional

Use your chatbots to help customers with transactions, whether a purchase, information or status update.

✓ Omnichannel

Make your chatbot available across any channel, including your website, WhatsApp, Google's Business Messages and more.

✓ Conversational

Ensure your chatbot can chat naturally, understand what customers want and offer the needed options.

Use AI Chatbots to automate complex conversations without coding or human intervention.

Use Scripted Chatbots to automate customer service interactions and build dynamic FAQs.

Use Conversational IVR to create your AI voice assistant and automate phone conversations.

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What is a chatbot?

A chatbot is software that interacts with a human through written language. Chatbots are often found on websites or messaging channels such as WhatsApp, automating conversations and connecting customers with companies 24/7. Chatbots can answer customer inquiries without human agents, thus providing affordable effortless customer service.

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What’s the difference between scripted and AI chatbots?

A scripted chatbot follows a script. If a human asks a question, the bot tracks the script of predefined answers to give the correct answer. An AI chatbot uses Conversational AI and Natural Language Processing (NLP) to provide the best possible solution. AI chatbots are more intelligent and can handle more complex conversations.

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What is a voicebot?

A voicebot, also known as Conversational IVR, is software that uses AI, Natural Language Understanding (NLU) and speech-to-text (STT) alongside text-to-speech (TTS), to understand the intent and meaning of a human and respond in human language. Voicebots are often found via customer service numbers, allowing callers to engage with a self-service solution with their voice rather than speaking with a human agent.

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What's the difference between live chat and chatbots?

Live chat involves a live conversation between a company’s employee and a customer or lead. Chatbots refer to automated conversations with a customer or prospect and software. Chatbots can answer a range of predefined questions, such as 'What are your opening hours?' More sophisticated AI chatbots can help customers with subscription renewals, changing an address, or ordering food.

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How to integrate chatbots?

CM.com’s chatbots are compatible with the infrastructure and systems that your business currently uses and can be easily integrated with little or no code. In addition, integrate your data to make it even smarter and more effective with the passing of time. With standardised integrations ready to go, any configuration is possible. It’s truly a plug-and-play set-up.

Apr 20, 2023 • Chatbots

Six chatbot examples for great customer experiences

Companies use chatbots for various reasons, “productivity” can be a key motivational factor, for example. But chatbots come in many forms and sizes. To have a successful chatbot, you need to think about what you want to achieve, what kind of bot you need to do so, where to apply a bot, and which type of bot. In this blog, we’ll walk you through some of the most successful chatbot examples of our global customers and show you how you can use them to improve customer experience.

Apr 19, 2023 • Chatbots

The ChatGPT effect: How conversational AI is transforming housing associations

Artificial Intelligence is the phrase on everyone's lips. AI creates headlines, both positive and negative, at a frantic pace. Fear of the unknown is undoubtedly fuelling some of the negative press, and there are those genuinely concerned about AI’s potential. According to the International Data Corporation’s Worldwide Artificial Intelligence Spending Guide, global spending on AI will more than double between 2022 and 2026, from $118bn to $300bn. It’s fair to say that modern iterations of generative AI, such as ChatGPT, are transforming perceptions and expectations of what AI can achieve. Generative AI can generate its own training data rather than adding data to ‘manually’ train the AI model. Generative AI can synthesise new responses and aid conversation designers in the creative process.

Apr 17, 2023 • Chatbots

The benefits of integrating a chatbot with your tech stack

At CM.com, we've noticed that more and more people are showing an interest in employing our chatbot as a virtual communication channel to help them streamline their eCommerce practices and improve the overall experience that they offer to their customers. However, we’ve also noticed that one or two of our clients are unsure about whether they should replace their current systems in order to do so.

Apr 05, 2023 • Chatbots

It's wise to optimise: How housing associations can benefit from real-time chatbot feedback

As housing associations (and their customers) become more familiar with chatbots, their value only increases. However, making sure you’re consistently optimising your chatbot to deal effectively with customers is a long-term commitment but one that needn’t eat valuable time if you know what you need to prioritise.

Apr 03, 2023 • Chatbots

Increase conversion with promotional messages on WhatsApp

In an age of mass marketing, as well as constant TV, internet and email advertising, it’s safe to say that sales periods can be something of an overwhelming experience for consumers around the world. Inundated with information from companies, people could be forgiven for wanting to switch off their phones, radios and televisions and ignore all forms of marketing until the sales period is all over. As an eCommerce owner, you should always be looking to avoid this by diversifying your marketing strategy in a way that suits your customers needs.

Mar 27, 2023 • Chatbots

Simplifying customer comms for housing associations

We pinpoint the challenges facing housing associations and show how automation can provide solutions.

Mar 21, 2023 • Chatbots

Implementing Large Language Models and Generative AI, CM.com’s first features

Today CM.com has introduced a major release for its Conversational AI Cloud and Mobile Service Cloud. In our Conversational AI Cloud, we introduced generative AI for generating conversational content and completely overhauled the way we do intent classification, further improving Conversational AI Cloud’s multi-engine NLU. Meanwhile, our teams have been working hard to introduce conversation summaries in CM.com’s Mobile Service Cloud.

Mar 20, 2023 • Chatbots

How to use WhatsApp Business for service automation

The process of refunding or replacing a product is an inherently sensitive situation that can quickly become a source of tension or frustration for customers and businesses alike. Let's face it, when we as consumers are looking for a refund or replacement of a product that we’re unsatisfied with, the idea of having to scroll through lengthy pages of information that may or may not be relevant to what we need to know doesn't exactly fill us with joy; nor does the idea of spending extended lengths of time on hold with customer service.

Mar 06, 2023 • Chatbots

Working smarter not harder: the rise and rise of retail chatbots

Retail chatbots will be familiar to many and are particularly useful in fast-paced, information-dependent industries. Getting the information to customers quickly while they’re poised to convert is hugely important but challenging without automation.