VANCOUVER, British Columbia--(BUSINESS WIRE)--Comm100, a global provider of enterprise-grade digital customer conversation solutions, today announced the launch of its second-generation chatbot. This latest version is enhanced with AI capabilities to create an even more productive and natural experience for both chat visitors and agents.
Most chatbot conversations today are based on the question and answer model. If a visitor has a question, the bot will have an answer – if it was specifically programmed for that question. But when a bot is not programmed, the conversation often comes to a dead end, leading to unresolved queries and unsatisfied customers. Adding to the frustration for people on both ends of the connection is that the tone and intent of the dialogue is often lost in translation. Despite these challenges, chatbots are booming, and the global chatbot market is estimated to reach $1.23 billion in 2025, according to Grand View Research.
Comm100’s enhanced AI-powered chatbot leverages Natural Language Processing (NLP) to create a more realistic conversation where the bot can recognize the visitor’s intent, field clarifying questions itself directly to the visitor and execute transactions – such as booking reservations or making payments – under the customer’s direction. Available in 21 different languages, it is also capable of responding with relevant images, videos and URLs. Comm100’s AI learns quickly and can easily be trained to perform in specific verticals. It can trigger sales transactions, create support tickets and more – forging new paths where those dead ends previously existed.
Comm100 is also deploying a Shopify integration that will make out-of-the-box live chat available to all Shopify users. With personalized customer experiences that get to the root of what customers need, brands can reduce cart abandonment rates and increase transaction value. Unlike other chat solutions, Comm100’s Shopify integration can show cart content, order history and customer details directly in the agent’s chat console.
To further enable chat to eliminate frustration and resolve issues faster for customers and other web visitors, Comm100 will also offer new co-browsing capabilities. With a single click, agents can instantly view and interact with a visitor’s web browser, making it possible to recognize where they are running into issues and to guide them through complex processes to find the best possible solution. This add-on is completely web based and does not require plugins, downloads or installations that can further impede issue resolution.
“Live chat is booming as companies recognize the significant impact it can have on their top and bottom lines,” said Jeff Epstein, VP of product at Comm100. “Our AI-powered chatbot is a win-win-win: empowering visitors to find what they’re looking for more quickly, helping agents manage chat volume more efficiently, and enabling brands to deliver a better experience. AI is reaching the tipping point, and we want to make it accessible and effective for all our customers.”
Bot 2.0 is available now, and demos will be available for those attending the Contact Center Week conference in Las Vegas. To learn more about Bot 2.0, visit https://www.comm100.com/livechat/features/chatbot.aspx. To learn more about Comm100’s capabilities, visit https://www.comm100.com/.
Comm100 is a global provider of digital customer conversation software powered by clever automation, AI assistance, and a friendly interface that's fast, easy and simple for both visitors and agents to use. Comm100 Live Chat allows organizations like HP, Advanced Auto Parts, Stanford University and Veridian Credit Union to exceed their customers’ expectations through more meaningful real-time conversations. Learn more at www.comm100.com/.