CX bots and chatbots
Increase efficiency and reduce costs with our chatbot development services
Contact center analytics often reveal frequently asked questions that can be easily automated. Our CX bots can resolve 85%-90% of these issues and help agents address all remaining problems. Our agent-assist bots empower your team members with quick, consolidated access to customer data and internal knowledgebase systems.
For over 50 years, we have been serving millions of customers interacting with some of the world’s biggest brands. For over 20 years, we have successfully integrated complex technologies for a better CX. We understand customer behavior and we understand bots.
Ensure bots who know your business
Automate the right processes
Integrate bots with any data source
Amazon, IBM, Twilio, Google, LivePerson
Part of our DNA and built into every bot
Analyst firm NelsonHall ranked HGS as a “leader for CX Improvement in Retail & CPG,” based on capabilities and client references.
Industry experts talk about combining digital bots and human brains to create a next-gen CX. Get answers to commonly asked questions.
Combining a chatbot with HGS’s AI-driven cognitive contact center gives your agents a complete set of data about a customer’s background, purchase history, call history, and current inquiry.
Combining chatbots with a cognitive contact center helps agents to personalize each interaction. Data analysis can also provide insight into systemic problems and enable call center agents to quickly resolve any concerns.
Will chatbots affect CSAT?
Our chatbots have delivered consistent CSAT increases for our clients. Average handling time (AHT) is mere seconds for common inquires and significantly reduced for higher-tiered tasks managed by human agents.
What does the typical HGS chatbot deployment look like?
We build bots in six easy steps:
Do customers actually like chatbots?
The State of Chatbots 2018 research found that consumers feel chatbots can be up to 35% better at answering both quick and complex questions than other applications. In 5 of the 10 use cases, the study further suggested that baby boomers are more likely than millennials to see greater benefits from chatbots. This alters the notion that modern technology is only appealing to younger generations. People are increasingly choosing to chat (or text message) rather than search on a website or talk on the phone.