Elevating omnichannel support with AI-powered chatbots

Omnichannel support, entails providing your customers with a seamless support experience across multiple channels of communication, such that continuity in context is always maintained and customer support feels personalized and omnipresent.

Omnichannel support today is not a 'good-to-have', but a pretty standard customer expectation for what support looks like. Asking customers to repeat information, switch between communication mediums, and deal with an inconsistent experience is a big no-no!

Benefits of chatbots in an omnichannel strategy

Conversational chatbots are often overlooked when it comes to creating an omnichannel support experience, mainly due to improper design, which can make their integration into support inboxes clunky and prone to information delays.

However, a well-designed AI-powered chatbot is crucial for your omnichannel support efforts because it allows you to:

Serve customers 24/7: provide round-the-clock support without needing human intervention.

Instantly resolve basic queries: handle common and repetitive queries, reducing the load on human agents.

Improve resolution time: the queries human agents now get come with richer context and basic diagnostics done.

Reduce support costs: improved efficiency in support ops allows you to scale better with less.

What makes a chatbot fit for omnichannel support

In order for the chatbot to be a positive addition to your support operations, it is essential for it to have:

Consistency in communication: the bot should provide a consistent support experience in line with your brand and avoid any sort of hallucinations.

Rich context: always has rich context to personalize responses and minimize frustration due to demands of information re-entry.

Seamless handover to human agents: some queries and customers are best handled by humans; the bot should make this handover seamless.

Integration into a unified view: all bot conversations should be accessible to support teams without requiring them to switch windows.

Get your support PLuG-ed in

DevRev’s offering, PLuG chat, is a dynamic and multi-lingual GPT-powered AI agent for live chat, designed with omnichannel support in mind. It allows you to supercharge your support operations by leveraging DevRev’s extensive AI offerings and its native approach to omnichannel support.

Easy deployment and maintenance

Getting PLuG up and running takes only a few minutes. It syncs with your knowledge base (articles, Q/As, FAQs, etc.) and uses the GenAI capabilities of the DevRev platform to start deflecting customer queries. Deployment is simple—just add a few lines of code and your unique ID to each page where you want to integrate PLuG, and it’s ready to go. Using Airdrop, you can establish real-time sync with your knowledge base, ensuring PLuG answers are always up-to-date.

Always have rich context

Built on a robust knowledge graph, DevRev converges information for every customer interaction. Even at the conversation level, you can view the customer account, past conversations, tickets, issues, and more, all in a single view. You can easily differentiate between signed-in and guest users, creating tailored experiences for each. This enables PLuG to personalize interactions by referencing past tickets, sharing status updates, and more—all while adhering to your organization’s data security rules.

Run in a manner that suits you

We understand every organization is unique and how you want to utilize conversational bots may also differ, which is why PLuG can be deployed in multiple ways!

• Suggest only mode: only suggests an answer to the user query which a human agent can accept or make edits to before sending.
• Content powered mode: automatically replies to user query by going through the knowledge base, generates an answer, and checks with the user if the answer is useful or not .
• Goal-oriented mode (Beta): This allows users to create complete workflows triggered by their actions.

Unified view

To enhance productivity and provide a consistent experience, your entire support apparatus should be available in a unified view. PLuG conversations are seamlessly displayed in the DevRev support inbox, along with interactions from all other communication mediums. This ensures that delivering comprehensive support is a single-tab effort!

Seamless handover to human agents

While self-service is a rapidly growing CX trend, human agents remain the backbone of great customer support. PLuG ensures that handing off conversations to human agents, when needed, is seamless and contextually consistent. Customizable routing rules and a unified inbox make the handover process feel natural.

Customize to fit your needs

Tailor the chat widget to match your support needs and brand identity. Customize the layout, choose color themes, add your logo, and create personalized messages to make your customers feel at home!

Robust analytics and reporting

Get insights into how your bot is performing, the key questions your customers are asking, and identify gaps in your knowledge base using our analytical dashboards or build a custom report suited for your unique use-case.

Future-proof your support solution

The future of support is undoubtedly, a seamless blend of AI and human-expertise that is available in an efficient, fast and personalized manner. Learn more on how DevRev can be a partner in your journey of providing omnichannel support.