Chatbot Development | HGS Digital

CX Chatbot

Help your customers get the right answers instantaneously

As we help our clients become customer experience (CX) leaders, we are driving faster revenue growth, higher preference for their brand, and an ability to charge more for their products and services. Successful omnichannel strategies include CX bots to:

Help customers get the right answers fast
Address inquiries and issues within seconds
Triage people to the right service
Resolve 85-90% of top call drivers

Better CX bots create a seamless experience between your customers and service agents

Based on analytics of our own clients, your data will likely show thousands of commonly asked questions that can be easily automated. Our CX bots can resolve 85%-90% of these issues and help agents address all remaining problems. We also offer agent-assist bots as well that empower your team members with quick, consolidated access to customer data and internal knowledge base systems.

HGS handles hundreds of millions of customer interactions every year.

For over 50 years, we have been serving millions of customers interacting with some of the world's biggest brands. For over 20 years, we have successfully integrated with complex technology systems for quick, real-time data integration. With these combined strengths, we build the smartest bots on the planet.

Industry experts

ensure bots who know your business

A.I.

automates the right business processes

Data experts

integrate bots with any data source

Our partners

are Amazon, IBM, Google, Twilio, LivePerson

Better CX

is part of our DNA and built into every bot

Successful results from a $1.2B client

More analyst rankings, blogs, case studies, and outcomes below.

Photo of image Here’s how digital can transform your customer experiences

FAQs

Will chatbots affect CSAT?

Our chatbots have delivered consistent CSAT increases for our clients. Average handling time (AHT) is mere seconds for common inquires and significantly reduced for higher-tiered tasks managed by human agents.

What does the typical HGS chatbot deployment look like?

We build bots in six easy steps:

Discovery: Define business and technical requirements. Review client analytics on best use cases.
Development: Set up environments (dev, QA, staging, and production)
Internal QA: Create and finalize test plans, sign off, and bug fixes
Training: Prepare training guide and conduct training sessions
User Testing: Conduct user acceptance testing and fix issues
Launch, Maintenance, and Analytics: Go-live and ensure continual bot assessment and improvements

Do customers actually like chatbots?

The State of Chatbots 2018 research found that consumers feel chatbots can be up to 35% better at answering both quick and complex questions than other applications. In 5 of the 10 use cases, the study further suggested that baby boomers are more likely than millennials to see greater benefits from chatbots. This alters the notion that modern technology is only appealing to younger generations. People are increasingly choosing to chat (or text message) rather than search on a website or talk on the phone.

Are companies really investing in chatbots in 2020?

According to a research report published by MarketsandMarkets, the global chatbot market size is expected to grow from $2.6 billion USD in 2019 to $9.4 billion USD by 2024. The key factors driving the chatbot market include advancements in technology coupled with rising customer demands for self-services and 24/7 customer assistance at lower operational costs. With more customers choosing to interact with chatbots over humans for simple tasks – and chatbots themselves learning to perform more complex tasks, bots are increasingly the face of better CX experiences.

Related blogs

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Five open source platforms for chatbot development

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Related case studies

Building a lead generation contact center solution with Amazon Connect

Winning partnership equates to digicx excellence for consumer products client

Managing fluctuating volumes with digital solutions

All case studies

HGS's Cognitive Contact Center

Access to information provided by HGS’s AI-driven Cognitive Contact Center can optimize the customer experience by giving agents data about customer’s background, purchase history, and call history.

This helps agents to personalize the customer experience. Analysis of AI data can also provide insight into systemic problems and enable call center agents to quickly resolve any concerns.

Optimize CX with an AI-Driven cognitive Contact Center

Digital CX-related services

HGS Digital provides end-to-end digital CX services support.

Digital CX Strategy

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Ride the next wave of digital transformation with us. Our team of creative thinkers, technology makers, and customer seekers is ready and revving up to partner with you to change the face of customer experience. Just fill in the details below and allow us to show you the HGS impact.

The best bots make CX better