Digital customer service

Live chat bot

5 interesting tasks consumers can complete with a live chat bot

A live chat bot is a piece of software that mimics human conversations by leveraging artificial intelligence (AI), machine learning, and natural language processing (NLP). Businesses have been implementing them for the last several years, with varying levels of success, on their websites and apps as well as platforms like Facebook Messenger and Twitter. 

Chat bots are useful for automating simple, defined tasks, such as answering FAQs, scheduling appointments and taking food orders. But they have limitations. For example, if you ask a question that doesn't contain a key word the live chat bot has been programmed to recognize, you'll likely be asked to rephrase the question or you may be handed off to a live agent for assistance.

As with most consumer facing technology, a live chat bot will only be widely used if it provides value to the user. This could mean it entertains them, provides them with information, assists them with completing a task, or whatever other function they value. Just because an organization implements a fancy new live chat bot doesn't mean customers will use it - it must be of value to them.

Some businesses have been creative with their live chat bots, keeping the end user in mind. Here are 5 interesting tasks consumers can complete with them.

1. Figure out what to do in Kansas City (or wherever your destination may be)
Kayak's Facebook Messenger live chat bot not only assists you with hotel and airline reservations, but it also suggests things to do in your destination city. Searching on Kansas City brings up activities like barbecue tours, beer tastings, and scavenger hunts.
2. Find the next good read
Readow's Messenger bot will recommend books based on the last book the user read and liked. Each recommended book has a link to Amazon so the user can find out more and/or purchase the book.
3. Look for a new job
Bots such as Job Bot on Messenger make it simple to search for jobs. Just enter your location and a key word that describes the type of job you want, and Job Bot returns job postings, including remote work options. You can apply for jobs and also sign up for alerts of new listings.
4. Have a good laugh
Live chat bots aren't just for serious stuff - they can also provide entertainment. Joke Bot (on Messenger) generates a joke on demand, allows users to browse jokes and provides an opt-in to receive daily jokes.
5. Check PTO balance and request vacation time
Live chat bots also aren't just for external use - businesses can deploy them internally to assist with functions like HR and the IT help desk. This allows employees to perform tasks like requesting time off so they can take their Kansas City dream vacation.
How NICE inContact can help with your live chat bot needs

Exceptional customer experience doesn’t happen by accident. NICE inContact helps organizations of all sizes be the first choice of customers, the first to innovate, and the first choice employer. NICE inContact CXone, our cloud-based contact center software, integrates seamlessly with bots from leading chatbot developers, meaning your customers will be taken care of no matter what channel they use. Find out more about how we can help you thrive in the digital economy.

Any digital channel

Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect.

  • Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools.
  • Simple to Activate: pre-integrated channels make it easy to offer to customers and agents.
  • Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents.
CXone digital channels
Empowered agents

CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All delivered in a single application – complete with full customer context, journey history, and sentiment.

  • Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – retaining native experience of each messaging platform.
  • Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’.
  • Customer Card: full customer context, journey and conversation history, plus sentiment.
Holistic management

With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations.