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Autonomous CX

Customer Assistant

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A virtual assistant or intelligent chatbot that engages customers in conversation to answer their questions and complete transactions on their behalf

Why Consider a Customer Assistant?

More than half of organizations that exist today are investing in bots of some sort. Due to costs constraints, it is no longer a viable option for organizations to continue to increase the number of human agents in a contact center as the organization increases in size.

Organizations are now able to provide automated humanlike conversational experiences at a fraction of the cost of staffing and growing a contact center. Improvements in Natural Language Understanding, machine learning and intent discovery/matching has made way for a new era of customer service technology. Customer service functions that are entirely automated by virtual customer assistants.

About Customer Assistant

Utilizing the best of breed natural language understanding, a bot framework approach and integration to all channels and enterprise systems, Jacada Customer Assistant is a fresh approach to deploying a virtual customer assistant or intelligent chatbot for your customers. The Customer Assistant is always available to intuitively answer your customer’s questions and even complete transactions on their behalf.

Jacada Intelligent Assistant is not only the culmination of our experience delivering customer service solutions for over 25 years, it is also the incorporation of the latest AI, Natural Language and robotic automation technologies to create bot driven outcomes. Customer Assistant will engage customers and prospects on both the voice and digital channel, understand their intent, participate in the exchange of dialog and fully assist in accomplishing transactions to drive positive outcomes.

See Customer Assistant in Action

By Voice

Jacada’s Customer Assistant is made available to customers calling an organizations contact center by utilizing Jacada’s patented digital routing solution. Inbound calling customers are provided the option to pivot the call to a mobile engagement with the Intelligent Customer Assistant. By pivoting the call to a digital interaction, customers now have the ability to self-service their inquiry. With the help of Jacada Customer Assistant, the success of self-service is dramatically improved.

By Web

Customers are able to interact with Jacada Customer Assistant directly from an organizations webpage. The interface can be integrated directly into a search-based support webpage or a separate chat interaction popup. The Intelligent Customer Assistant utilizes natural language processing to communicate with the customer and understand the intent of the inquiry. By communicating with the customer, Jacada Intelligent Assistant is capable of servicing their inquiry and completing any transaction that is necessary.

Features

Meet customers of various generations, demographics, and digital comfort where they are at any time

Meet customers of various generations, demographics, and digital comfort where they are at any time

Meet customers of various generations, demographics, and digital comfort where they are at any time

  • Web, voice, messaging, social media, personal assistant, etc.
  • A Customer Assistant bot never sleeps; help customers even if the contact center is closed
  • Help many customers simultaneously; no concurrency limitations

Web - replace Contact Us with a customer assistant

Web - replace Contact Us with a customer assistant

  • Help your customers easily find the solution they need; ask in their own words instead of hunting for the right option
    • Handle customer request within the conversation or steer customer to the right place on the website
  • Easily escalate to the preferred channel of choice at any time - skip the IVR menus or pre-chat survey because the bot already knows what the customer needs
  • Full context is delivered to the agent so customer doesn't have to repeat anything
  • Even allow an agent to assist the bot without completely taking over the conversation (ex. agent approves a refund/credit while bot continues conversation)

Sentiment analysis - Allows for empathy/recovery and escalation if customer is frustrated

Sentiment analysis - Allows for empathy/recovery and escalation if customer is frustrated

  • Allow for best in class NLP/AI
  • Highest intent recognition rates possible; fastest innovation
  • Over 50 languages supported
  • Not constrained - can even change NLP down the line and re-use the same conversational flows

Personalization of the conversation

Personalization of the conversation

  • Personalize answers or conduct transactions - not just a generic FAQ bot
  • Easily integrate to back end systems
  • Robotic Process Automation (RPA) integration

Rich UI

Rich UI

  • Embed buttons, images, videos, cards, forms, etc. in the conversation to provide robust solutions with low effort on the part of the customer

No code designer

No code designer

  • Easy to use drag and drop designer
  • Empower business people who are closest to customer needs to manage customer conversations - IT doesn't know what the customer needs
  • Allows much more rapid deployments and continuous improvement efforts - it is imperative to react quickly to learnings or CX will suffer
  • Flexibility in conversation design without being constrained by NLP webhook rules
  • Ability to handle complex processes and sidebar questions while keeping context and bringing customer back into the right step in the process
  • Access to integrations and RPA that can be used across channels (customer and agent assistant, agent guidance, VIVR, etc.)

Built on the Interact Platform

Jacada Interact is the no-code development platform for designing, testing and deploying all Jacada solutions. Available on-Cloud, or on-Premise, our Interact Platform is designed to be rapidly deployed. Benefits of the platform include resiliency, scalability, security and access control.

Benefits

Increased adoption of customer Self-Service

Increased adoption of customer Self-Service

Reduction of contact center traffic

Reduction of contact center traffic

24 hour 365 day support for your customers

24 hour 365 day support for your customers

Reduced Average Handle Time

Reduced Average Handle Time

Improved interactions

Improved interactions

Dramatic Cost Savings

Dramatic Cost Savings

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