Simplr is uniquely positioned to offer responses from humans and bots alike. At our core, we support customers using human-powered responses backed by our proprietary machine learning engine. Interactions with customers start at a high bar and get better over time, supported by automatically updated knowledge bases and AI-driven context.
Chat bot models typically aim to automate 40% of a customer service load, though they are more likely to only handle 5-10% of inbound chat dialogues and require extensive machine learning iteration. The time and effort it takes to setup and maintain a bot-only system, combined with the limited resolution capacity, make bot-only solutions a "band aid" fix more than a viable customer support strategy.
At Simplr, our aim is to handle 60-80% of incoming chats and email inquiries by leveraging our available resources, leading to a more mutually beneficial pricing model and a better support experience for all parties.