With the Conversation Builder you can build chatbot dialogs via drag and drop in a very simple way. Apart from classic text, you can include buttons, images, gifs, links or emoticons in the dialog. Each chatbot story can also be prompted individually by a trigger - you decide when and where the chatbot appears on your website.
By means of parsing (textual analysis) the written customer inquiry is separated into logical text blocks such as address/greeting, body text, signature and disclaimer. In this way, texts can be optimally classified and inquiries can be assigned to categories respectively.
Apart from the four Swiss national languages and English, the language identification module captures over 40 further languages. Thus, customer inquiries can directly be forwarded to the suitable agent that speaks the respective customer language.
Classification convinces by a hit ratio of over 95%. So, standard inquiries are automatically classified and manual distribution is superfluous. The time gained by this can be used for handling more complex requests.
Learn more about the emotions of your customers. Sentiment analysis recognises if the inquiry has been written by a satisfied or rather by an annoyed customer. This enables you to react fast and appropriately.
LENA convinces by different features that can be combined to workflows if required.
On the product tour, you see how you analyse a data set – from uploading the written customer inquiry to evaluating the results.
For a detailed online product demo, book your appointment conveniently in the demo calendar.
Natural Language Processing Technology recognises the customer’s intent. This function is the basis for chatbots which provide customers with the suitable answer to their inquiry at the touch of a button.
Test the chatbot powered by LENA on the landing page of CORA, the intelligent IT automat now. Read more about the topic «Chatbots in Customer Service» in our whitepaper.
In order to use the full power of LENA, it is worth integrating it into a customer care suite. By doing so, all customer inquiries, no matter which channel has been used, can be captured centrally and intelligently handled without any media disruptions. Thus, standard inquiries are for example automatically answered right away.
With the Customer Care Software trueAct, PIDAS offers a system with which all customer inquiries are handled reliably, efficiently and in best quality.