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Automation in customer service is not a new topic. The constant pressure to reduce costs and work more efficiently has led to ever new technological approaches or improvements to existing concepts and processes in recent years. With the advent and spread of artificial intelligence (AI) in customer service, new automation potentials are opening up, for example through ChatBots Automation.

Conversational Customer Service offers an individual, bidirectional real-time communication with the customer. The conversation can take place with the help of ChatBots, which are either integrated into platforms such as WhatsApp or Facebook Messenger or can be found as stand-alone applications on the company's website. Chat conversations can be used to provide product advice, the sales process, purchasing and customer care, making it easier for the customer to consume.

Messaging and bot systems are increasingly being used to simplify interaction between consumers and companies via voice and text-based interfaces. In this way, the entire customer journey from product evaluation to purchase and service can be optimized through greater efficiency and convenience. In addition to algorithms that control communication via keywords and communication patterns, artificial intelligence is increasingly being used here to learn from preferences and interactions. This enables the systems to better adapt communication to the situation and also control it proactively.

The AI-based ChatBot solution is able to learn independently; i.e. the bot uses the trained data set to recognize regularities and derive further responses from them. In use, every new voice input is used to learn further. This is done with the help of Natural Language Processing (NLP). This means that AI-based bots not only search the language for specific keywords, but also try to analyze the speech input with context.

There are also a number of useful functions such as ... LiveChat, Konwledge Base & FAQ-Automation, Voice Recognition & Control, 3rd Party Integration, Messenger Integration.
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