How Tymely combines NLP and a human-in-the-loop approach to improve chatbot conversations

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As digitalization continues to shape consumer behavior towards e-commerce businesses, consumers are increasingly demanding fast and convenient online shopping experiences. As more businesses ride the wave of digital transformation, a positive customer experience (CX) is crucial for customer acquisition and improved sales.

In 2021, Vonage ranked chatbots (40%) as the second most preferred communication channel for consumers. Shopify's Future of Commerce Trend 2022 report found that 58% of consumers have purchased from brands where they have experienced excellent CX. The report further shows that more companies (44%) are planning to invest in asynchronous chat experiences to manage customer responses and are turning to artificial intelligence (AI) tools like chatbots to improve service. customer.

However, while chatbots have become an essential part of the customer journey today, personalization issues persist. Ohad Rozen, co-founder and CEO of chatbot provider, Tymely, believes that human oversight in its processes provides a solution that enables human-level customizations.

The company, which today announced it has raised $7 million to “enhance the conversation with AI,” says it is using hybrid AI-human technology to enable brands to deliver content services. email and chat support in a more humane, empathetic and accurate way.

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Rozen told VentureBeat that in addition to Tymely's cutting-edge natural language processing (NLP) models, the company is taking the human-in-the-loop approach to bridging the gap between the current technology stack and a service optimal client. The rise and fall of chatbots

Chatbots are AI-powered programs that provide on-demand customer services. Unlike human customer services, chatbots are always available.

While chatbots are fast and readily available, creating personalized messages remains an obstacle. This is due to their inability to understand the nuanced, industry-specific languages ​​that customers use. WATConsult's 2021 research adds more weight to this position, revealing that the top barriers to using chatbots are lack of understanding (50%), inability to solve complex problems (47%) and lack of personal service experience (45%).

According to a Gartner report, the chatbot self-service report is also statistically disappointing. The report showed that chatbot self-service only solved 9% of queries without human intervention. Also, chatbots have limited use for customer engagements, and chatbots with poor customer service are bad news for sales. For example, chatbots caused an 80% drop in sales in 2019.

Due to its limitation...