LiveChat has integrated its customer service chat application with BotEngine, a chatbot platform, enabling users of the chat application to boost their customer service with bots with just one-click.
"Customer service is moving quickly with evolving technology. Currently, bots are a hot trend," said Mariusz Cieply, CEO of LiveChat, in a statement. "Some people might not want to chat with robots at first, but it changes when bots give them what they expect - convenience, speed, and personalization."
Through the integration, all bot scenarios are created directly in BotEngine as stories, which later are triggered every time a visitor starts a chat on a website. Bot chats are tagged and stored in the LiveChat archives.
BotEngine's archive also allows users to take more advanced information about the bot conversations. The user has access to text analysis and can detect whether the bot's answers are appropriate. All incongruities are listed with an accuracy confidence score, helping users improve the bot scenario. Conversations with bots can also be rated by visitors with thumbs up or down at any moment.
The platform uses natural language understanding that receives data from customer queries and tries to find the most suitable answer based on collected information and the current user path. When the user is on the path between two similar interactions, the algorithm first tries to match user input with the next step of the story.
While creating a bot scenario, users can add entities and define confidence scores that will be used in their matching. In this way, even when a visitor makes mistakes, the bot will be able to match the correct answer. If a bot can't complete a task, the conversation will be forwarded to an agent.
LiveChat rolled out BotEngine as an independent product in July. Since then, users have created more than 1,000 bot scenarios.
"User feedback has a huge value for us as our further aim is to build a marketplace around BotEngine where bot makers will be able to share their knowledge, experience, and most importantly, the results of their work: chatbots. We want to develop the platform in ways that are mostly expected by its users," said Dariusz Zabrzenski, head of research and development at LiveChat, in a statement.