Sendbird, a mobile communications services provider, has added a new FAQ chatbot to Sendbird Desk, the company’s Platform for orchestrating embeddable live chat support. By leveraging this new product customers can offload quick questions to AI, freeing up live agents for more in-depth support.
ProgrammableWeb reached out to Sendbird to discuss what this means for developers.
“Sendbird’s client SDKs make it easier for developers to seamlessly incorporate the customer support experience into the existing brand experience on the mobile app or website,” says Shailesh Nalawadi, Sendbird’s Head of Product. “With our new FAQ Bot, Sendbird has expanded the support use cases that apps and brands can offer their end-users.”
In addition to freeing up customer support agents, the release of a new Resource available via the Sendbird API promises to simplify application integrations that would otherwise be taxing on development resources. Developers can now avoid relying on separate chatbot Integration or in-house solutions for providing this sort of functionality.
John Kim, co-founder and CEO of Sendbird, summarized the value of this new addition by stating that:
“Our FAQ Bot helps customers balance the need to automate certain customer conversations at scale with the need to humanize other customer interactions with a live person. By adding this feature to Sendbird Desk, our customers increase the quality and focus of customer interactions with live agents while the bot can automate response to more basic inquiries.”
Interested developers can learn more about this feature on the company’s customer support page.