Servicefriend is the new way for digital transformation. Servicefriend provides hybrid bot technology for a consistent messaging experience at massive scale.

Servicefriend has been deployed by leading enterprises around the world. The results of these deployments have confirmed the groundbreaking nature of Servicefriend’s technology. No other company has managed to demonstrate such high performance and such a seamless orchestration of human and AI resources.

The intermittent nature of text messaging and the massive volumes involved make it nearly impossible for large enterprises to handle messaging with live agents, but it is equally impossible to rely on bots:


Live Person Illustration
Live agents
Live Person Illustration
Stupid bot

Do you really want a live person to handle each and every message?


Benchmark KPI Voice Live Engagement(async mode) Bot Servicefriend
Agent hours needed per 1,000 interactions 170 114 0 18.3
Percentage of reduction in calls to the hotline 0 26% 2.5% 55%
Customer satisfaction (CSAT) 72 61 3 86

The potential of messaging and automated conversational interfaces (“bots”) is well understood by now. The main challenge facing large enterprises is that there is no way to ensure a consistently excellent experience at massive scale.

Hybrid Bot Experience


Stupid Bot

Hi! For our new promotions say “promo”; For checking the status of an order, say: “check status”; For checking your balance, say: “balance”; For finding the nearest store, say: “store”; For billing, say: “bill”; For technical issues, say: “technical”; For any other issue, say: “help”.

Hi my bill should have come out yesterday via direct debit but I didn’t have enough funds to cover it. Will you attempt to take it again?

Sorry, I didn’t catch that. To start over type “start over”.

What?

Sorry, I didn’t catch that. To start over type “start over”.

🙁

Hybrid

Hi John, how can I help you?

Hi my bill should have come out yesterday via direct debit but I didn’t have enough funds to cover it. Will you attempt to take it again?

Sure thing! Let me process the payment for you now.

Perfect! Thanks 🙂


In all the current solutions in the market, bots transfer the session to a live person when they cannot handle a situation, creating a disintegrated, expensive and slow experience. With Servicefriend, the bot is always the front-end, and every conversation receives the same branded, consistent and cohesive experience – the
Hybrid Bot Experience.