With its vast knowledge of the AI sector, ICON has successfully developed a chatbot platform called ebo. ebo disrupts the costly, legacy-approach to customer service interactions in which humans are tasked to answer repetitive questions.
Today’s consumer, motivated by convenience and individualism, expects a business to be available 24/7 and on channels where they feel most comfortable communicating. They also expect personalised messages and offers tailored to their specific needs. Meeting this challenge using manpower alone is time-consuming and inefficient. As much as 45% of this work can be automated by AI technologies. ebo was developed for companies looking to overcome this challenge and give their customers the best service possible.
ebo is designed to reach customers on the messaging apps that they are most active on, such as Facebook Messenger or Skype. This facilitates natural and instant conversation on any device, anywhere, and at any time. With messaging apps far surpassing social media platforms, the chatbot economy is changing the way content and services are being made available to users.
A key element to optimising customer care services involves understanding your customer. ebo uses natural language processing, sentiment analysis and machine learning tools to understand sentence structure and the user’s attitude towards a certain topic. Once ebo learns something about the user, it can then start using this information to provide personalised offers and improve the experience of other similar users too.
Automation is what makes all this possible. ebo uses a seemingly unlimited number of scripts to automate actions previously carried out by humans. It can also send out automated push notifications to customers, effectively communicating announcements. ebo can also be integrated with a company’s software, such as content management systems, as well as a vast number of external services, such as Google Maps, to better serve those who are using it.
Redefining the current levels of customer care services, chatbot technologies like ebo are fast becoming essential for any company that wants to stay ahead of its competitors. Saving time and money is but one aspect of this disruptive technology, it will also drive new sales and offer key insights into emerging trends, putting any company that invests in it ahead of the curve.