The Tale of Ebbot
Once upon a time, there was a bunch of people who liked customer service. One day they discovered that the technology had come far enough to create a chatbot that actually works. Then began an adventure that would make the history books sing for centuries.
Before, chatbots had not been so good. They were able to answer lighter questions, but as soon as the question became more difficult, or if a follow-up question was asked, the chatbots became confused. Although some chatbots were sometimes a little smart, they had difficulty meeting the customer's expectations. Often this was because they were created by someone who was very good at IT and computer stuff, but perhaps did not have much experience talking to real customers.
The gang that liked customer service came from a different direction. After years of working in customer service and with a side interest in technology, they found out that they might fit pretty well as chatbot inventors anyway. And so it was. The Chatbot Ebbot was invented, and they lived happily ever after.
During that time at Hello Ebbot, we have learned a lot about automation in customer service. We know it's inevitable, we also know it's difficult—but we're slowly but surely beginning to understand how to do it really really well. We have implemented projects where traffic is so high that everything depends on it simply having to work. Then Ebbot needs to be able to answer the majority of questions, and be able to pass the remaining questions to a human employee. No customer should be caught.
Now many customers have been up and running for a while. We are proud to see how automation facilitates both end customers and employees' everyday lives. Time is freed up. More interesting, more challenging customer dialogues increase motivation. And the interaction with Ebbot creates a feeling that you are part of the customer service of the future.
At Hello Ebbot, we understand that if you are going to create technology that automates such important parts of a business as customer management, it is a must to create technology that can interact with people. That's why we've put enormous emphasis in our service on the interaction between AI and humans. Our vision is therefore not only to create the world's best chatbot, but also to offer a chat client that seamlessly interacts with agents, and which is a delight to use on a daily basis.
We believe that customer experience is at the heart of a healthy organization. We believe in freeing up time for man at work to focus on creativity and the human encounter. And we believe that AI is the tool to do this.