It’s not AI, but the idea is to manage customer inquiries before turning the inquiring user over to a live agent.
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Earlier this week, business messaging platform LivePerson announced a version with a built-in bot powered by IBM’s super-intelligent agent, Watson.
The main benefit, LivePerson said, was that this integrated bot could completely resolve as many as half of all user inquiries entirely by itself, without involving an expensive live agent.
Social management platform Sprout Social is taking another approach to automated customer service, with its announcement this week of a Bot Builder developed with Twitter for that platform.
While other developer-intensive bots have populated Twitter, Sprout said this is the first non-developer bot creation platform for that social network.
[Read the full article on MarTech Today.]
About The Author
Barry Levine covers marketing technology for Third Door Media. Previously, he covered this space as a Senior Writer for VentureBeat, and he has written about these and other tech subjects for such publications as CMSWire and NewsFactor. He founded and led the web site/unit at PBS station Thirteen/WNET; worked as an online Senior Producer/writer for Viacom; created a successful interactive game, PLAY IT BY EAR: The First CD Game; founded and led an independent film showcase, CENTER SCREEN, based at Harvard and M.I.T.; and served over five years as a consultant to the M.I.T. Media Lab. You can find him at LinkedIn, and on Twitter at xBarryLevine.