2024 Outlook: Unveiling Our AI Breakthroughs and the New End-to-End Solution, with a Glimpse into Our Future Product Roadmap

Artificial Intelligence

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Posted on December 6, 2023

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Since 2017, Helpshift has been at the forefront of integrating AI into customer service, consistently innovating and refining our technologies to stay ahead of the curve. During the past year, our product and engineering team has invested significantly in our AI platform, enhancing the consumer support experience and improving agent productivity.  Here are a few highlights in these areas.

Language AI: integrates advanced machine translation capabilities directly into the agent workspace, enabling monolingual agents to offer multilingual support. It comes equipped with automatic language detection and custom-trained engines, ensuring accurate translations and a consistent brand voice. This enhancement significantly broadens global customer service capabilities, efficiently allowing agents to handle support requests worldwide, regardless of language differences.

AI-Powered Answers: a breakthrough feature that collaborates seamlessly with our Smart Intent AI. It accurately discerns user intent, employing generative AI to extract and summarize the relevant FAQ, ensuring precise and detailed responses. This synergy between AI technologies optimizes the support experience, streamlining query resolution and enhancing customer satisfaction. It’s a testament to our commitment to harnessing advanced AI capabilities to revolutionize customer support.

Smart Intent Enhancement: The Smart Intents feature underwent substantial enhancements, solidifying its position as an industry leader in intent classification of 95%. These updates include advanced search and smart views, empowering support teams to efficiently manage issues tied to specific intents.

Additionally, we introduced Automatic Intent Assignment (AIA) to expedite the sorting of customer issues and a new ability to handle large quantities of training messages in multiple languages to prepare AI for varied customer needs better. These updates improve the speed and accuracy with which support teams can manage and resolve customer inquiries and extend the AI’s proficiency in multilingual communication, addressing the need for more agile and precise customer support automation.

End-to-End Player Engagement Solution: A 2023 Milestone

Our complete Keywords player engagement package, launched in 2023, combines the best of AI,  skilled human specialists, and state-of-the-art technology to deliver world-class customer experiences. 

Our End-to-End customers are reaching a 10% higher level of automation, with a noticeable improvement in customer satisfaction (CSAT).

Why Choose Our End-to-End Solution?

  • All-in-one solution: People + Tools
  • Embedded AI, Bots Automation, and Machine Translation
  • Fully implemented, supported, and optimized
  • Quality, well-trained gaming agents support your players where and when needed.
  • Seamless integration to your back-end tools
  • One point of contact for all needs
  • Multilingual support at the cost of English-only
  • Our Scalable Solution meets your budget and growth needs
  • Hands-on Migration and Onboarding support from dedicate
  • Complete visibility and control of your engagement costs 

Learn More!

A Peek at 2024 and Beyond: Revolutionizing Customer Support

As we embark on the journey towards 2024 and beyond, we focus on delivering a complete customer support solution. Expect a broader application of AI across the entire modern support journey, transforming every touchpoint into an opportunity for exceptional service. And a substantial improvement in customer support across all platforms, including PC/Web/Console, ensuring a seamless, contextual, and cohesive support experience.

Innovative Enterprise Support Capabilities:

  • Helpshift Widget: Bringing native support experiences on PC, Web, and Console. (Releasing Q1 2024)
  • Agent Copilot: Empower your agents with a comprehensive suite of AI tools, including advanced sentiment analysis, to boost productivity and empathy in customer interactions. Sentiment analysis releasing Q1 2024.
  • Global AI Translation: Break language barriers with automated translations of FAQs, bots, automation scripts, and more, enabling truly global support.
  • Live Messaging: Offer consumers the chance to interact with live agents directly within the messaging conversation.
  • Personalized and Segmented Experiences: Leverage a robust identity and profile platform integrated into Helpshift to deliver tailored experiences to each customer.
  • Enterprise Permissions: Introduce new roles and segmentation capabilities, allowing agents and supervisors to manage specific service areas effectively.
  • Expanded Consumer Experiences: Immerse consumers in fully integrated, personalized support experiences on the web, PC, and console, setting a new standard in customer care.

And this is just the beginning. Stay tuned for more groundbreaking features and enhancements that will continue to elevate our service offerings and redefine what’s possible in customer support.

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