A chatbot is a program which allows humans to talk to and get information from machines. They range in complexity from very basic chatbots which are limited to very specific questions, to AI chatbots which use natural language processing to try to understand a user’s input.
Jenny is a human-directed AI chatbot. Like AI chatbots, it can usually understand what the user says to it, but if it can’t, it refers to a human so that it can learn more. This way, it can learn to automatically resolve 80% of user issues. Human agents can then use their time more efficiently to focus on complex issues and cases requiring empathy.
Learn more about how the Jenny platform worked in this case study with If Insurance.