We are thrilled to announce today’s release of Khoros Bot, our chatbot now available in Khoros Care.
Building on the intelligence in Khoros Care today--like automatically flagging inbound posts as “actionable” for prioritized routing and also analyzing sentiment, Khoros Bot is the next stage in our AI journey.
AI is absolutely critical as customer service departments become digital-first. According to Forrester, the three megatrends for customer service in 2020 all revolve around AI, "leveraging automation, data, and agents together to exploit each of their unique strengths."
Khoros Care flexibly integrates with Khoros Bot — and any bot provider(s) — to facilitate resolution reporting and conversation continuity between agents and bots across a broad set of messaging channels — including in-app messaging, WhatsApp, Apple Business Chat, Facebook Messenger, WeChat, Twitter DM, among others. By automating predictable parts of the customer conversation, you can shorten time to first response, deliver better customer experiences, and free agents to focus on resolving complex issues.
Khoros Bot is ready-to-use and can be deployed within weeks for many critical customer care use cases, including:
- Welcome Chatbot: Greet consumers, indicate support hours, or offer expected speed-of-answer.
- Triage Chatbot: Do upfront legwork to determine consumer intent, gather initial information, and hand off context to agents for faster resolution.
- Top Issue Chatbot: Fully automate resolution for the top volume drivers.
- Conversation Management Chatbot: Automate select workflows (such as make a payment, track a shipment, etc.) across conversations.
Getting a successful bot initiative off the ground (or re-booting an existing initiative) should involve thoughtful cross-functional planning and analysis, which is why Khoros also offers expert guidance on bot strategy through Khoros Strategic Services. Working as an extension of your team, Strategic Services creates the right plan for bots to best represent your brand to customers and deliver ROI, including:
- Volume driver analyses to identify common patterns and which conversations can be automated.
- Toolkit creation with brand voice, implementation workflows, and agent handoff process recommendations.
- Post-launch performance audit and optimization.
Khoros Bot is an exciting milestone in our continuing AI journey. We are here to partner with you on your optimal bot strategy and help you achieve fast time to value in automated engagements.
Please reach out to your Khoros Account Team or request a demo for more information.
