DigiDesk Bots are AI-powered solutions designed to automatically respond to customer inquiries, ensuring round-the-clock service (24/7) while working alongside your support agents to deliver an exceptional customer experience.
Leveraging advanced generative AI and Natural Language Processing (NLP), our bots interpret a wide variety of customer queries and provide conversational responses based on a well-defined knowledge base. If the bot encounters a question it cannot interpret, it prompts the customer to rephrase. If the inquiry is beyond its capabilities, the bot will acknowledge this and provide a clear path for escalation to a live agent or alternative support channel.
Setting up a DigiDesk Bot is quick and easy. By simply defining a knowledge base and configuring control messages, you can have your bot up and running across multiple channels—including WhatsApp, Facebook, and Instagram—in just minutes.
In line with all DigiDesk solutions, the platform offers real-time visibility into customer interactions. This includes text analytics, sentiment analysis, and tracking of key topics. Additionally, you can monitor self-service resolution rates and compare them to agent escalations, providing valuable insights to continuously optimize customer service delivery.
If you’re interested in how your organisation could benefit from introducing a DigiDesk Bot across your digital channels, please contact us here.
