Questions & Answers from Discussion

During the live broadcast, there were a number of questions we weren't able to answer live because of time constraints. Ilkka and Annu went through those questions asked and the answers are now published below:

 

You mentioned that you need around 1-3 bot whisperers to build and develop a chatbot? But how about, do you offer this knowledge/work as a service for your clients?

Asked by an Anonymous Attendee

Yes. One of our additional services is building the first version of your chatbot based on your frequently asked questions, and any other materials you might make available for us. 

 

Can the chatbot learn itself with time or are the whisperers (?) necessary in order to teach and develop the knowledge of the chatbot?

Asked by Karen L.

All answers presented by the chatbot to customers are human-added or approved. This is part of our philosophy of human-directed AI, ensuring humans are always in control of the technology, minimising possibilities that automatically-generated AI answers might damage your brand. 

We give bot whisperers training and guidance so that they can teach your chatbot to continually increase its automation rate while still presenting brand-approved messaging to your customers. 

 

You say that you should trust your customer service team. that makes sense. Could you explain that how do you combine their knowledge and the data collected through your chatbot platfrom?

Asked by an Anonymous Attendee

Bot Whisperers, as members of you customer service team, are experts in presenting your brand to customers. They do it on a day-to-day basis. 

GetJenny chatbots collect data about chatbot performance (such as unanswered questions) and guide bot whisperers to improve their chatbot to address the right topics and questions. 

Bot whisperers can use this data to input brand-consistent answers that the chatbot will use automatically and at-scale for relevant questions. 

 

Can you change set of questions when used on zendesk or used on our website?  Or would you recommed one point of contact?

Asked by Betty B.

Yes, you can have the same or different set of answers depending on a channel or point of contact.

For instance, you might have different sets of questions for Facebook Messenger and Zendesk. This would make sense as one is traditionally more marketing-oriented and the other is primarily a support channel. The Jenny platform supports having a different set of answers for each.

 

How do you differentiate to ultimate ai?

Asked by Betty B.

The Jenny platform is designed to be the easiest-to-use chatbot solution on the market. With a low learning curve and no technical or coding skills required, GetJenny is a solution where you can use the best assets available in your company to train and maintain the chatbots - your customer service representatives. 

Our easy-to-use platform delivers faster results, shorter ramp-up times,  quicker ROI and higher automation rates (up to 87% of all chats)

The GetJenny platform was rated as 10x easier to use than the runner-up chatbot solution in an independant usability test. 

 

Can you collect data from the customer, such as email address, phone number an so on, and save it for a live agent to follow up. Where can you store this kind of data?

Asked by Måns T.

Yes, we can!

Such information can be emailed to the customer service team or sent to another service through secure integrations.

Our data processing practises are GDPR compliant. Our systems are built to actively protect privacy and personal information distribution with full encryption in-transit and at-rest. Our secure data centers are located within the EU and are ISO certified with complete ISO/IEC 27001:2013, 27017:2015, 27018:2019, and ISO/IEC 9001:2015 certifications.

 

If I have, lets say like 50-80 commonly asked questions, how long does it take to get the chatbot educated for these?

Asked by an Anonymous Attendee

From scratch, it takes about five minutes to properly build a single question and answer pair. So to answer 60 questions without any prior data takes about five hours. 

If you already have questions you’d like to use in an FAQ form, you can save considerable time by uploading them. 

Please note that having about sixty common questions suggested by your customer service team is a good benchmark to start going live with your chatbot. Chatbots will start gathering more data when in use and give you a better understanding of the questions your customers want answered quickly. 

 

We have a user logon function present on our website, with your solution, is it possible to segregate the Answers depending on the user is logged in or not?

Asked by Michael K.

Yes, this is possible.

 

In terms of labor costs, could you explain the benefits of implementing a chatbot?

Asked by Pablo H.

Chatbots give your human experts time to focus on complex and/or commercial enquiries while repeated questions are automated. 

The benefits are two-fold: 

• Direct savings per automated interaction
• Time freed for other tasks. For example, one of our customers saves 1,7h per day at 51% automation using GetJenny in a 5 person chat team.

 

What kind of technology are you using on the below part to recognize the text and manage the flows?

Asked by Simone P.

As for managing flow, the Jenny platform is designed specifically for users who are non-technical. This allows any customer service agent in your organisation to build the chatbot easily, quickly and effectively. 

Book a 30 minute call with any of our business development managers and we’ll happily show you a free demo!

 

What would the approx. cost be for implementing a chatbot that can answer >80% of the questions, combined with 1-5 live agents?

Asked by an Anonymous Attendee

There are a few factors affecting pricing in our case. In this case, Ilkka estimates that we are looking at a cost below €1000 per month.

 

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