Today, we’re thrilled to announce 3 new capabilities within Khoros Care; Email channel support, Suggested Responses for agents, and Intent Detection for tags.
By adding support for the most widely used digital channel, and two AI-powered agent tools, we’re making it easier for brands to deliver consistent, high quality service on every channel — leveraging new AI and the same workflows and efficiencies that chat and messaging agents love.
Email support consolidates the notoriously high-volume channel into the same single hub where Care users manage chat, messaging, social, review, and community channels — without sacrificing native email capabilities. Set custom headers and signatures, forward and CC, and specify senders. Connect quickly with pre-built integrations to Google and Microsoft Exchange, or integrate to any other client on the universal IMAP protocol. Best of all, apply Khoros Care’s tagging, routing, and prioritization workflows for greater agent efficiency while measuring email alongside every other written channel for a more holistic view of digital engagement. Included for all Khoros Messaging bundle users.
Email, Agent View
Suggested Responses uses Natural Language Processing (NLP) to automatically recommend the best responses to agents during each turn of a conversation. The NLP model is trained using a brand’s historic conversation data to identify the most successful responses, then uses machine learning to improve recommendation accuracy and quality over time. Agents can quickly use and send responses for the most common inquiries, or edit and personalize responses for more complex conversations while still benefiting from the tool’s suggestion confidence. In addition to increasing agent efficiency for response times and handle times, Suggested Responses has the power to cut down onboarding time and act as a contextual training tool that guides agents through the best ways to resolve specific inquiries. Included for all Khoros Care users (requires annual service fee to develop and optimize).
Suggested Responses, Agent View
Intent Detection uses NLP to identify the consumer intent of inbound messages on any channel, then applies intent-specific tags to conversations that improve over time with machine learning. This AI-powered tagging offers greater accuracy, flexibility, and ease-of-management than typical keyword matching and rule based tagging. With intent-based tags in place, brands can plan new, higher confidence routing and prioritization workflows, as well as deliver agents more accurate context to personalize their responses and deliver faster resolution. Included for all Khoros Care users (requires annual service fee to develop and optimize).
Reach out to your Khoros rep for a demo of these new features and to learn how to get started.
For more information on today’s innovation releases across the entire Khoros platform, check out the video on our launch page , and dig into the details on the blog post from our CEO.
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The best chatbots are fail proof. Not because they're futuristic super computers — but because they know their limits and when to hand off to human agents.
We're talking with Rob Lawson from Google's messaging team to deliver conversation design tips and show off Google's newest messaging channel. Join us to learn:
How to know when a customer experience can be automated, and when to use simple or conversational chatbots to automate it
Best practices for bot flows, such as when to handoff to human agents and how to design conversations for clarity and appropriate tone/brand voice.
Why Google’s Business Messages is an ideal channel for rich customer support experiences and automation
Choose the best time for you:
LIVE Tuesday, August 11, 1PM CST
Tuesday, 18 August, 11 AM BST
Tuesday, 18 August, 11 AM AEST
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Today, we're excited to announce Google's Business Messages is now available within Khoros Care! The new channel makes it easy for customers to initiate rich messaging conversations with brands, and integrates with Khoros Care alongside your other consolidated channels.
Google’s Business Messages is the easiest way for billions of Android users (and iPhone users with Google Maps) to discover and message brands on Google Maps and Search. With rich, asynchronous messaging capabilities, Google’s Business Messages enhances conversations with carousels, quick replies, and photos, in addition to showing expected wait times, answers to frequently asked questions, and the ability to connect with a live agent seamlessly.
If you have physical locations listed in Maps, or get high search volume for your support team's contact info, adopting Google's Business Messages is a no brainer. It's one of the most powerful tools available to make life easier for your customers and transition more call and email volume into messaging.
Learn more about Google's Business Messages here — and contact your Khoros rep to get a demo of this exciting new channel in action.
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