Companies are facing an ever-increasing demand for customer communication through their websites, call centers, various messengers and apps, e-mail, and increasingly voice assistants. It is far too expensive and impossible to meet this demand through human-operated services. Therefore, it is essential to offer a rapid, immediate and efficient customer support service. Today, customers want to get information and resolve their problems quickly, so companies must make their customer service practical and easy to contact. The customer service agents are used like machines to always answer the same questions thousands of times. Chatbots, either for text-chat or voice-based, provide the means to automate large parts of this communication in a cost-effective way. However, chatbots are isolated systems, unable to empower human agents thanks to an Artificial Intelligence layer, they are often unable to understand natural language and can’t customize the user experience in real time based on customers data. USERBOT provides Artificial Intelligence for Customer Service. The company has developed an innovative technology platform based on Machine Learning, Deep learning, Artificial Intelligence and Sentiment Analysis to interact with customers in a natural language on every digital channel. Userbot uses a proprietary AI technology. The service can be installed on-premise, ensuring a high level of data privacy and in-cloud, allowing also remote installation and machine training with an engineered learning model. Training of the neural networks is performed both with conversation logs provided by the client and in real time trough human agents answers, ensuring constant machine learning and knowledgebase update. In each text iteration, Userbot’s Artificial Intelligence is capable of recognizing the meaning, understanding the context and gathering information such as priority and user sentiment. If the user sentence is understood by Userbot, the answer is automatically provided, otherwise an available human agent is invited into the conversation and Userbot learns from his answer. Userbot has been optimized for non-technical users with no need for coding skills as the bot designer provides graphical editors for designing and testing bots. By the forecasted advancements Userbot will provide a simple and intuitive product, both to to SMEs and to enterprises, adding new features and AI learning techniques and beginning a multi-country trial to demonstrate the reliability of the technology and the potential for widespread market uptake.
