Chat bots, or bots, are artificial intelligence (AI) – driven services that interact with people via a chat interface. For contact centers, chat bots can significantly improve the customer experience by conducting automatic natural-sounding conversations, detecting patterns in communication content, and using sentiment analysis and emotion recognition to route customers to appropriate agents. Through intelligent automation, a bot can answer customer questions and provide a path to agents for live human assistance.
A chat bot provides:
- AI-powered automation and communication
- Customer and agent assistance
- Improved interactions with customers through natural language processing
- Automatic chat and message delivery
Bright Pattern’s omnichannel contact center software helps simplify omnichannel customer service for customers, agents, and contact center managers. Bright Pattern’s cloud contact center solutions provide effective multichannel communications, CRM integrations, cloud APIs, and tools for quality management.