The breakthrough is Servicefriend’s Hybrid Bot Architecture – an approach that offers enterprises the scalability of a bot with the intelligence, comprehension, and empathy of a human. With Servicefriend, the bot is always the front end, and every conversation receives the same branded, consistent and cohesive experience – the Hybrid Bot Experience.

Servicefriend’s architecture allows humans to quickly assist the bot in handling situations that it doesn’t yet know how to handle. Humans are tightly integrated into the process flow, which is transparent to the user. The user does not know which messages were generated with human assistance. The result is a natural and conversational experience. In fact, in some cases, the bot’s persona outperforms live agents in terms of customer satisfaction by over 20%.

Don’t expect customers to adopt unnatural language or learn how to operate your Bot. Customers want tell a story and expect you (and your Bot) to understand and resolve their issue. “Naturally” means to start every conversation with an open question: “How can I help you?” and to use Servicefriend to understand customers.

Stupid Bot

Hi! For billing type “bill”.

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”.

🙁

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 🙂