customer

CustomerZone360 NEWS

Free eNews Subscription

CommBox Debuts Generative AI Chatbot Support for the Call Center

By Tracey E. Schelmetic December 13, 2023

AI-powered customer communications company CommBox recently announced the debut of its new generative AI solution to provide customer support organizations with customized chatbot support for call center agents. Designed for medium-to-large businesses across a range of industries including healthcare, banking, retail, telecommunications and insurance, Era AI is based on a combination of proprietary technologies developed by CommBox and commercial large language models (LLMs). Era AI scans enterprise knowledge sources and quickly provides customers with accurate, highly personalized information through the digital messaging channel of their choice.

The goal of the new solution is to increase customer service automation, decrease costs for organizations, and dramatically increase the speed and accuracy of inquiry handling. It does this all while consistently increasing customer satisfaction, with CommBox customers seeing a 92% customer satisfaction rate on average, according to the company in its announcement. Central to this is Era AI’s ability to analyze a brand’s entire resource base, such as support articles, help and knowledge centers as well as website content. It then couples these datasets with a contextual decision path technology that is reflective of how conversations between humans take place.

Users of the new solution are able to build customized AI-powered chatbots with no coding expertise. For example, the platform’s sentiment analysis enables it to reroute calls when necessary and identify intent to provide end users with a conversational-like experience. The platform can also standardize the manner and tone of written responses in line with brand guidelines, ensuring a consistent customer experience. This is a huge driver of efficiency, leading to a 75% decrease in time taken to onboard agents for businesses, according to the company.

“In the modern business landscape, expensive contact center models and ineffective chatbots are relics of the past,” said Yaniv Hakim, CEO and co-founder of CommBox. “I've seen firsthand how these outdated legacy systems leave customers frustrated and hinder business growth. That's why we've developed Era AI, a revolutionary solution that empowers brands to modernize their customer engagement strategies and unlock the untapped potential of artificial intelligence. Era AI is the key to delivering seamless, personalized, and delightful customer experiences that drive lasting customer loyalty.”




Edited by Alex Passett
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Contributor

SHARE THIS ARTICLE
Related Articles

Infobip Announces the Availability of RCS Messaging for MNOs With New API

By: Tracey E. Schelmetic    7/19/2024

Global cloud communications platform Infobip announced that it is the first company to offer A2P RCS Messaging for North America through a new API.

Read More

Top Retailer Uses Verint's Bot to Find Top Contact Center Talent

By: Greg Tavarez    7/19/2024

A Top 10 U.S. retailer used the Verint Interviewing Bot to reduce its hiring costs across approximately 2,000 new agent hires annually after deploying…

Read More

Intermedia Introduces Archiving Solution for Improved Access to Contact Center Interactions

By: Tracey E. Schelmetic    7/18/2024

AI-powered collaboration solutions provider Intermedia Cloud Communications recently announced the launch of Intermedia Archiving for its omnichannel …

Read More

Orange Cyberdefense Deploys NICE CXone to Eliminate Silos in CX Operations

By: Tracey E. Schelmetic    7/17/2024

Orange Cyberdefense recently chose NICE CXone to simplify mission-critical service operations for its customers across nine countries and sixteen site…

Read More

Best Business Automation Solutions in 2024

By: Contributing Writer    7/15/2024

This article reviews some of the most promising business automation solutions for 2024, from affiliate marketing to digital products.

Read More