Chatbots had been around for over 50 years since Eliza’s inception in 1966 to Google Assistant, Apple’s Siri, Samsung’s Bixby and Facebooks Messenger’s interactive chat bot of today. These were the original virtual assistants earlier deemed to replace human interaction and align consumers to standardized corporate policies and guidelines. Experience demanded for the evolution of business practices making it centered on excellent consumer service. Chatbots evolved along with all these changes. It integrated with the ever evolving AI technology to meet the wide range of multi-industry demands.

Chatbot with human back end support, live chat support and AI technology allowed companies to meet varying racial requisites in the global market.  Language was no longer confined in English but offered multi-lingual or localized interactive support in Russian, Japanese, Chinese, French, Spanish and Swedish among others. It also supports contextual search and visual search that caters to targeted demographics and ethnicities.

Society’s honeymoon period with chatbots has long been over. Despite having shown a lot of potential, years of statistical data showed a disturbing chatbot dissatisfaction consumer rating.  Though businesses are still looking into investing on developing this technology further for sales, marketing and customer service resourcefulness; the need for bot to human handoff can no longer be discounted. The necessity of human live chat and backend support to boost the quality of service consumers are entitled to, are deemed integral to organizational success.

In 1890, the late Mahatma Gandhi was quoted in a speech he made in South Africa as saying: “A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him.” Customer service is indeed the lifeblood of all businesses in any industry even politics. The Chatbot-human handoff model provide high-grade innovative services in multiple areas whether in HR, finance and accounting, IT infrastructure support and service delivery, procurement, research and risk management, all these are addressed in a one-stop shop setup.

Ultimately, BPO teams and their clients utilize their access to the right talent and technology at precisely the right time which brings in the expected exceptional quality service in an inexpensive manner, with a focus on best industry practices and innovations at the same time. These deliverables are made possible by the people, their skillset and flexible working environment in the Philippines. These are intangible assets that play an important role in institutional growth and development by delivering frictionless customer experience.

This integration follows 4 basic components:

  1. Front end for users to message using web chat, SMS, FB Messenger or others.  
  2. The Natural Language Processing (NLP) engine
  3. Customer Service Respondent (CSR) chat interface that respond to escalated messages chatbots are unable to serve
  4. The middleware that makes all the connections.

Having access to both chatbot and chat support improves sales production. Agents can prompt, even create triggers based on a customer’s history and site activity. They can offer proactive service with customer service representatives who are responsive and readily available to answer customer queries and up sell. This dual chat service’s ability to track users through their site experience allows a firm to target a customer’s interest, make a sale and secure loyalty for return business.

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