{"id":19370,"date":"2018-03-20T00:00:00","date_gmt":"2018-03-20T07:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/press\/helpshift-unveils-sensai-ai-tech-designed-specifically-customer-service\/"},"modified":"2018-03-20T00:00:00","modified_gmt":"2018-03-20T07:00:00","slug":"helpshift-unveils-sensai-ai-tech-designed-specifically-customer-service","status":"publish","type":"press","link":"https:\/\/www.helpshift.com\/press\/helpshift-unveils-sensai-ai-tech-designed-specifically-customer-service\/","title":{"rendered":"Helpshift Unveils SensAI: AI Tech Designed Specifically for Customer Service"},"content":{"rendered":"
New AI-Powered Capabilities Allow Enterprises to Optimize Support Operations and Deliver Superior Customer Service at Scale<\/span><\/i><\/p>\n SAN FRANCISCO\u2014March 20, 2018\u2014<\/b>Helpshift<\/span><\/a>, <\/span>the company revolutionizing the customer service industry<\/span>, today announced the release of SensAI, the first artificial intelligence natively built for customer service. Using SensAI, brands can automate the support process to make service interactions more human\u2014while reducing time to resolution, optimizing operations, lowering overhead in the contact center, and improving day-to-day life for agents.<\/span><\/p>\n \u201cOur technology stands in stark contrast to the overhyped and under-delivering AI and bots on the market today,\u201d said Linda Crawford, CEO of Helpshift. \u201cCustomers expect <\/span>instant, personalized, in-channel support, and brands must be able to deliver it at scale<\/span>. Helpshift\u2019s chatbots and AI have been thoughtfully developed for carefully-tailored use cases that will meet those needs by simultaneously improving the customer experience and boosting operational efficiency.\u201d <\/span><\/p>\n SensAI uses AI to automate the right parts of the customer service experience, making it possible for brands to deliver personable\u2014and highly personalized\u2014messaging-based support to their customers at scale. <\/span>SensAI has three main components: <\/span><\/p>\n \u201cWe\u2019re at a tipping point: AI will soon be a natural part of customer service,\u201d said <\/span>Shep Hyken<\/span><\/a>, customer experience expert and <\/span>New York Times<\/span><\/i> bestselling author of <\/span>The Amazement Revolution<\/span><\/i>. \u201cThe idea is not to replace humans but to have AI handling the most routine support questions to free up agents for customers with more complex inquiries. If just 5-10 percent of queries are being handled by AI, the increase in productivity is huge\u2014and Helpshift is one of the companies that is enabling these new levels of efficiency. Many support centers have not yet embraced this concept, but they will have to in the near future or find themselves struggling to keep up.\u201d<\/span><\/p>\n \u201cOrganizations have historically encountered a tough trade-off by having to choose between increased scale and customer satisfaction,\u201d said Abinash Tripathy, co-founder and CSO of Helpshift. \u201cExpensive channels like the phone were good for high-value interactions but didn\u2019t scale and were too costly for simple, repetitive issues. Knowledge portals, on the other hand, were low-cost, mass-usage channels, but they led to customer frustration and churn. The advent of chat and messaging combined with AI has fundamentally changed all of this. Messaging, AI and bots now allow organizations to dramatically improve customer satisfaction while lowering costs and accommodating massive scale\u2014all at the same time.\u201d<\/span> Helpshift bridges the disconnect between conventional customer service channels\u2014like email and phone support\u2014and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift\u2019s AI-powered support platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Xfinity Home, Virgin Media, Zynga, Viacom, and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 130 million active consumers monthly. To learn more about Helpshift, visit <\/span>helpshift.com<\/span><\/a> and follow @helpshift on Twitter.<\/span><\/p>\nUniting People and Bots for Support Excellence<\/b><\/h3>\n
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Improving the Customer\u2014and Agent\u2014Experience<\/b><\/h3>\n
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\n<\/span><\/p>\nAbout Helpshift <\/b><\/h3>\n
Media Contact<\/b><\/h3>\n