What is a chatbot?badminA chatbot is a computer program which can simulate a conversation (or chat) with a user in natural/everyday language through messaging applications or websites. Syndeo provides the next advancement in chatbot technology – an AI (Artificial Intelligence) powered chatbots. By leveraging machine learning and natural language processing, our AI-powered chatbots can understand the intent behind your customers’ requests, account for each customer’s entire conversation history when it interacts with them, and respond to their questions in a natural, human way.
Frequently Asked Questions
What messaging platforms are supported?badminOur current release supports Facebook Messenger, Telegram, WhatsApp, Viber and WeChat in addition to messaging on your website.
How does Syndeo differ from Webchat apps such as Live Person?badminWebchat solutions such as Live Person are based on the premise that your customer is on your website when they want to engage with you. The new generation of consumers are more typically on their mobile device and primarily using messaging platforms to communicate with each other. Syndeo is designed to facilitate these consumers and let them engage with you through the medium of their choice, namely Facebook Messenger.
Do my customers need to install or download an app on their phone?badminNo. Syndeo leverages the existing apps already provided by companies such as Facebook. To your customer, interacting with you is as easy for them as communicating with their friends and family from within a familiar application.
Do I need to install any software on my own computers and servers?badminNo. Syndeo provides a fully hosted model. We take care of all of the heavy lifting in terms of scalability, security and installing new features and functionality. For you this means no up-front investment in hardware and no worrying about backups, managing servers etc. We use Amazon Web Services, the global leader in on-demand cloud computing platforms, to host our technology.
Can I change the experience and flow I want to provide to my customers?badminYes. Syndeo provides a unique Interaction Designer which enables you as a business focused individual to design and deploy the outcomes you want your customers to achieve when they engage you for customer service. You can iterate and change these as often as you feel necessary to optimise the customer experience. In addition to you defining the conversation flows, the Syndeo platform utilises machine learning to constantly refine these flows to ensure the optimum experience is delivered at every step of the journey.
How do I know if my customers are receiving the optimum customer experience?badminIt is your customer who will determine that. We provide the ability for the customer to provide instant and real-time feedback on every interaction with your staff, providing you a pulse on your customers satisfaction. Through the reporting dashboard you have visibility on the journeys your customers are completing and you can identify where you need to enhance the customer experience.
What is an Outcome?badminAn outcome is a business task which lets your customer complete a certain activity. You define outcomes within Syndeo the platform determines the optimal journey for letting your customer achieve the outcome. Example outcomes could include opening a new account, changing a tariff, placing a product order.
Can I see how many customers are interacting with my company on Syndeo?badminYes. We provide rich insights into interactions, customer journeys and the experience your customers receive at every touchpoint when they interact with you via Syndeo.
How does Live Agent Assist work?badminAt Syndeo we firmly believe that delivering the right service to your customers at the right time is key. Whether it be full automation and self-service or assisted service. At any step of the journey your customer can be connected to the right member of staff to help solve their issue. When the customer contact is passed to a member of staff, they have full access to the chat history and can easily see all of the relevant context.