Implementing ThinkOwl’s AI-Powered Chat Tool For Conversational CX

In this insightful blog, we will delve into the ever-evolving world of chat, a communication channel that has fundamentally changed how we interact, connect, and collaborate in this digital era. We will explore the impact of AI bots, also known as conversation bots, and how they enhance the effectiveness of chat as a powerful communication channel. Let us begin.

Chat capabilities bridge human limitations to provide 24/7 customer support and form the first line of support for brands looking to deliver instant and responsive support, making it a valuable tool for improving customer satisfaction and operational efficiency. 

What can you do with chat?

With the Chat tool, you can maintain low response times with users. And that means faster and more efficient communication. Support representatives and customers can easily share screenshots, images, supporting documents, website links, browsers, and laptop/computer screens, providing clearer context to their issues and facilitating troubleshooting.  

During ongoing chat sessions, users can undertake the following actions: 

  • Simultaneously, chat with multiple visitors.
  • Conference chat with a visitor and another user.
  • Group chat with other users.
  • Transfer chat to another user.
  • Create a case from chat. 
  • Send out chat transcripts during or after a chat conversation.

Customers do not have to stay tied to their devices and can multitask while seeking support through the chat channel. You can activate Text Chat, Audio chat, or Video chat, depending on your plan availability. 

Interesting aspects of ThinkOwl’s Chat tool

Your ThinkOwl chat tool has quite a few interesting capabilities that make conversations intuitive and seamless besides amplifying the user’s quality of experience. Let’s look at them one by one. 

Automatic Invitations: To engage users, especially visitors to your organization’s website, the chat tool can provide interesting phrases to initiate conversation. These phrases can appear as pop-ups on your website. With the automatic invitations functionality that enables the chat invitation pop-up, you can rest assured no visitor gets missed, thereby vastly improving your brand’s customer-centric image. 

Chat Triggers: Chat triggers ensure no visitor leaves your brand’s touchpoint unattended. That means depending upon visitors’ typical behavior, a set of parameters like the visitor’s country. The webpage visited/ frequented by the visitor, duration of time spent on the website/specific webpage, and visitors’ overall behavior, the chat tool triggers interactive messages that help initiate conversations with users.  

Chat Routing: Merely facilitating communication doesn’t make the chat tool a trusted business resource. What sets it apart is its chat routing functionality that decides how incoming visitor chat requests are routed and distributed among other agents. 

Either the chats can be routed to one available agent at a time. That means each visitor chat request gets routed to a single available agent at a time. Chat requests are presented to the next available agent when the previously available agent either did not accept the request on time or rejected the request.

Or, the chat requests are made available to all available agents at once. This implies that visitor chats get routed to all the available agents simultaneously, allowing any user (support agent) to accept the chat.

Creating Cases From Chat Interactions: The chat tool isn’t just a great tool that enables seamless communication. It does so by creating cases from customer interactions, automatically capturing issue-relevant information, and raising tickets depending on the severity of the situation.  

Collecting Feedback: The chat channel helps you collect customer feedback based on their experience. Either the tool sends out emails to visitors to collect ratings. Or, the chat tool may ask visitors to leave feedback and ratings on the post-chat form, enabling you to listen to your customer’s voice continuously. 

Internal Chatting: Your ThinkOwl chat channel allows users to communicate freely with one another. This enables support agents to pass on important information, discuss any customer issue, ask for help from another support agent, etc., swiftly and effectively. Users may set up a group calling within the chat tool if they require it. Pretty versatile. Isn’t it?

Also read: Maximize Service Agents' Efficiency With Intelligent Suggestions

Impact of Conversation Bot integrated into the Chat Channel

From the chat tool that assists in customer service to virtual assistants that help you organize your life, we’re diving into limitless possibilities. Conversation bots powered by AI can be found in various industries and are chiefly deployed in customer support functions. 

Powered by NLP and ML enhancements, conversation bots can understand user intent and customer sentiment, provide information, execute tasks, and even engage in casual conversation. When integrated into your chat channel, these bots simulate human conversation and respond to text or voice inputs with contextually relevant and coherent answers.

Conversation bots integrated within your chat channel can sense customer sentiment and allow instant handover to human agents when necessary. This ensures that experienced reps handle complex issues or sensitive matters, providing a seamless customer experience. However, there’s one condition that needs to be fulfilled. 

The efficiency of your conversation bot is only guaranteed when you train the AI with your process data. The AI learns the ropes of doing work from your agents. It observes cases and learns how a particular case has been resolved. Over time, the AI keeps learning the process thoroughly to guide agents when they face any difficulty. 

The Bot within your chat channel gets a leg up with AI and assumes a conversational role, thus becoming capable of holding meaningful conversations. AI and machine learning (ML) help the conversation bot understand the context of customer messages, determine customer intent, articulate responses, and resolve queries efficiently. 

Various perspectives on using Chatbot

Customer’s Point Of View: From the customer’s end, you should ensure your chat support is accessible to customers across various platforms or applications, like your company’s website, mobile application, or social media platforms. You can enable your setup so that customers interact with a chatbot first. Your chat channel should ensure that customers can explain their issues or inquiries through typed messages, helping your teams with more information by sharing screenshots or other files.

After that, depending on the gravity of the issue, the customer might connect with a specific agent or get assigned to the first available agent. Interestingly enough, this decision was made by AI, making your channel more humane and considerate of your clients' issues.

Now that you have seen a glimpse of how chat works from your customer’s point of view. Let’s understand how chat functions from your agent’s perspective. 

Agent’s Point Of View: Your chat support channel can monitor incoming chat requests from customers. Additionally, The AI in your chat support can prioritize them based on urgency, type of issue, or complexity.

Now, your chat channel serves a dual role. On the one hand, it can accept customer chats/issues of lesser intensity and divert complex cases to agents based on their experience or availability. On the other hand, the chat channel serves as a documentation system where transcripts are automatically saved with a record of the conversation with the customer and can be referred to in the future. 

In addition to saving transcripts, your chat channel allows you to send the chat transcripts to visitors at the end of the chat session.

Your chat channel is a support medium that can provide the perfect balance between live agent and tech support. It can guide customers through service tasks in a conversational form, and it’s programmed to assist 24/7. Your agents’ productivity skyrockets as they are relieved from attending to every incoming customer query or support request, letting them attend to the most important tickets.

To explore the benefits of ThinkOwl’s chat and its AI capabilities, sign up for a 30-day free trial.  


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