Sendbird has launched what it describes as the first no-code generative AI chatbot for web and mobile apps.
The new bot, known as SmartAssistant has been purpose-built for customer service, commerce, and marketing.
Sendbird, which describes itself as a global in-app conversations API platform, was founded in 2013 and currently has over 300 million monthly active users across 4000 apps.
Zoom announced it would release a similar solution, following its Solvvy acquisition earlier this year. The no-code Zoom Virtual Agent will resolve customer queries using machine learning and natural language understanding.
John S. Kim, CEO and Co-founder of Sendbird, said: “Organisations are defined by their customer experience, but many are lacking the teams and the tools to differentiate themselves.
“Our SmartAssistant puts the power of generative AI to work, with savvy prompts and guard bands, so that it can become an extension of the team.
“This allows companies to take service to the next level and provide even higher quality experiences.”
What is SmartAssistant?
SmartAssistant is an AI chatbot that responds to a range of user queries, such as answering FAQs, creating personalised product recommendations, or helping to resolve order issues.
What is more, it offers human-like responses throughout the customer journey, personalising and enhancing customer experiences.
The chatbot is highly flexible, allowing for quick and easy deployments using the Sendbird Chat UIKit with no coding required.
Developers can reportedly launch a SmartAssistant for mobile or web applications within a few minutes via iOS, Android, React, or React Native.
SmartAssistant uses advanced language models in conjunction with knowledge and business insights, which are then entered into the large language model (LLM).
As a result, the AI assistant will be able to give natural-sounding answers, tailored to the needs of customers and prospects.
The AI bot is now available on the Sendbird platform, adding an enormous functionality boost to Sendbird Chat, which is already integrated with thousands of apps across multiple industries, including healthcare, fintech, e-commerce, on-demand services, communities, and more.
According to Sendbird, its conversational AI chatbot could rapidly transform the experience of hundreds of millions of users.
Sendbird currently powers over seven billion messages monthly for more than 4,000 web and mobile apps.
The latest chatbot findings
A recent report by Gartner found that only eight percent of consumers used a chatbot during their latest service experience.
Moreover, only a quarter of these eight percent said they would use a chatbot again.
The ability to progress a customers issue was revealed to be the biggest motivation behind deploying a chatbot.
The resolution rates appear low, however, across various issues examined, ranging from cancellations and returns having a 48 percent success to billing disputes, which are only solved in 17 percent of cases by chatbots.
Nevertheless, as bot performance advances, these statistics will inevitably improve at the same time.
Perhaps SmartAssistant can outperform some of these results but, in the meantime, Michael Rendelman, a Senior Research Specialist at Gartner urges organisations to deploy chatbots when they are the most appropriate resource to deal with a specific issue, otherwise route them to another channel.
Sabio helped to shed light on the evolution of chatbots, the rise of conversational AI, and where the space is heading.
