How Zowie Diagnostics goals to refresh customer support chatbots with AI

As widespread as they could appear, Maja Schaefer thinks AI-powered customer service chatbots are underrated. That’s as a result of for a lot of enterprise expertise decision-makers, she says, chatbots misplaced their luster years in the past when firms tried implementing them earlier than the underlying synthetic intelligence tech was as mature as it’s as we speak.

Relating to conversational AI, shoppers are definitely prepared for any impending revolution. In response to a survey from LivePerson, 71% of shoppers say that they’re extra prone to buy from an organization that gives chat-based customer support messaging. By subsequent 12 months, Gartner predicts, 70% of white collar employees will work together with conversational AI platforms every day.

“Chatbot adoption remains to be low,” stated Schaefer, cofounder and CEO of AI-powered customer support SaaS startup Zowie. “One purpose is that firms already tried them previously and failed as a result of it was super-hard to start out, and arduous to coach them.”

Now that AI applied sciences like machine studying and pure language processing are extra superior, chatbots are able to being a lot smarter, extra responsive, and simpler to coach than they have been a decade in the past. Schaefer thinks it’s time for the skeptics to present customer support chatbots — and AI-powered enterprise automation extra usually — a second likelihood.

Naturally, Schaefer hopes the skeptics will give her firm’s instrument a whirl. Zowie, which lately introduced an integration with Zendesk and obtained a $600,000 seed spherical final 12 months, presents a plug-and-play customer support automation instrument utilized by notable manufacturers like L’Oréal, Aviva, and Avon. With minimal effort for the end-user, the startup guarantees, Zowie will zap customer support bottlenecks and automate 30% of incoming buyer inquiries throughout the first 24 hours after implementation.

Automating customer support

Whether or not or not manufacturers finally use Zowie’s product, Schaefer and her group hope to evangelize on behalf of the facility of AI-powered customer support automation extra broadly. That’s why the corporate simply launched Zowie Diagnostics, a free enterprise analytics dashboard that goals to present firms a first-hand take a look at the worth of AI-powered automation earlier than taking the plunge on a customer support automation platform like Zowie or one in every of its many opponents.

“We developed expertise that analyzes your knowledge and exhibits you the standing of your customer support,” Schaefer stated. “Zowie Diagnostics enables you to detect how one can enhance your customer support and what you need to automate. You may simply monitor what’s simple to automate, what’s not simple to automate.”

Above: Zowie Diagnostics: Common decision time

Picture Credit score: Zowie

As soon as plugged into your organization’s customer support portal — be it Zendesk, Intercom, Freshworks, or one other one in every of the many Zowie-integrated platforms on the market — Zowie Diagnostics will provide a complete hen’s-eye view of your customer support operation, full with high-level analytics, glossy knowledge visualizations, and particular, actionable recommendations for learn how to enhance issues.

Utilizing proprietary AI smarts primarily based partly on pure language processing, Zowie bulk-analyzes the contents of knowledge sources like customer support tickets and chats to know what prospects are saying and the way properly the corporate is assembly their wants. Along with top-level metrics like the common variety of tickets per agent and typical response time, Zowie Diagnostics can even break down helpful particulars like what proportion of buyer questions are repetitive and what occasions of day the group is most overtaxed.

Above: Zowie Diagnostics: Ticket quantity over time

Picture Credit score: Zowie

Extra than simply an analytics dashboard oozing with stats and charts, Zowie Diagnostics makes use of this bulk knowledge evaluation to name out particular buyer expertise shortcomings — and serve up suggestions for learn how to repair them.

“That is all about aligning buyer assist and buyer expertise,” Schaefer stated. “Proper now, in virtually each firm, these are two separate groups. They need to be aligned as a result of each of those groups serve your prospects.”

For Zowie, the final word aim of this new free providing is clear: Propel extra IT decision-makers within the path of Zowie’s product for his or her conversational AI wants. However whether or not they develop into a paying Zowie buyer, Schaefer and her group hope customers of Zowie Diagnostics at the least see the facility that AI-powered automation to remodel customer support and acknowledge one plain reality: The chatbots are coming, whether or not you prefer it or not.