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Chatbots, voice assistants, and automated IVR systems represent the new wave of customer experience. Conversational AI is increasing in sophistication, allowing companies to automate the types of conversations that wouldn’t have been possible five years ago.
Empathy, creativity, complex problem solving. Free up human agents to do what they do best. Out of the thousands of contacts support agents handle each day, many are repetitive, simple requests. When these repetitive call drivers are directed to human support reps, they clog queues, causing long wait times, leading to frustrated customers. These contacts have a negative effect on operations as well, affecting SLAs and cost per call.
Chatbots and voice assistants offer an effective front line of support to deflect the types of simple questions that come up again and again. Login issues, frequently asked questions, troubleshooting, and call routing take time away from human agents and drive up the costs of support