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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 “I've seen firsthand how these outdated legacy systems leave customers frustrated and hinder business growth.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
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