Welcome to the forefront of conversational AI as we explore the fascinating world of AI chatbots in our dedicated blog series. Discover the latest advancements, applications, and strategies that propel the evolution of chatbot technology. From enhancing customer interactions to streamlining business processes, these articles delve into the innovative ways artificial intelligence is shaping the landscape of automated conversational agents. Whether you’re a business owner, developer, or simply intrigued by the future of interactive technology, join us on this journey to unravel the transformative power and endless possibilities of AI chatbots.
Puzzel has added new chatbot and performance management capabilities to its CCaaS platform. Like its previous chatbot offerings, the Puzzel Smart Chatbot ena…
Puzzel has added new chatbot and performance management capabilities to its CCaaS platform.
Like its previous chatbot offerings, the Puzzel Smart Chatbot enables 24/7 automated customer service online and can answer simple, transactional contacts.
Yet, the new offering can also resolve more complex queries and automate routine service tasks. For example, it can create new accounts, reset passwords, and enable customers to check balances, processes, and deliveries by fetching information from various enterprise systems.
That is not all, as it also aids website navigation by holding the customer’s hand through various processes, auto-filling forms, and automatically escalating contacts if they are too complex.
Discussing many of these features and introducing more, Thomas Rødseth, Chief Technology Officer at Puzzel, said:
While the Smart Chatbot is now available as a standalone solution, companies can also harness the bot as an add-on to the Puzzel Customer Service Platform.
The same can be said for Puzzel Performance Management, the second new release, which allows contact centres to build a standard framework for managing and tracking metrics.
Such a framework enables operations to gain a clear view of performance across various channels, business queues, agents and user groups.
Embedded AI-powered data visualisation techniques make it simple for managers, supervisors, and agents to track their performance trends over time, comparing results against critical goals. As such, it is easy for everyone to identify what they do well and improvement opportunities.
Thanks to these capabilities, Puzzel Performance Management not only aims to enhance reporting but also reward and recognition programmes, quality management, and employee engagement.
What’s more, by clearly segmenting and visualizing metrics, operations can create a clear view of the customer experience and share this knowledge across the enterprise.
Rødseth also highlighted another critical benefit, as he stated:
Alongside the launch of this solution, the vendor has launched a 45-day trial of Puzzel Performance Management to its current customers. Go to Puzzel Admin, find the Performance Management page, and press the “Start Trial” button to seize this opportunity.
These announcements complete a busy start to 2022 for the vendor after also launching Puzzel Dashboard, a real-time reporting solution that is recommended in the CX Today article: 5 Important Metrics for Customer Satisfaction.
Meanwhile, Puzzel has also introduced new additions to its case management and knowledge base solutions, with the latter now harnessing stereo recordings for voice calls.
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