E3: The Alex & Tom Show - AI-driven CX Agents, Knowledge Bridge, and The Future of Customer Support…

[@leahandchrisp2117]

I prefer the current groove widget, it just works via the three options of Live chat, knowledgebase and email. When you use a widget/chat box with a single text box field, it automatically turns me off as a user and customer of Groove! The experience is crap, as it wastes everyones time having to write back and forth with bot replies until you end up needing to contact support via email anyway. Just let the customers go and choose what suits them directly without the nonsense. I would suggest to keep the three tier menu, but when you click on the knowledgebase it opens up the AI part with the auto-replies based on the knowledgebase, rather than having to search for them. The three tier option is far superior to a single chat box, otherwise we simply won't consider it. People value having the three choices of 1. Speaking with a real human (live chat) 2. Being able to simply leave an email via a contact form. 3. Self Service Point 1 & 2 - those two don't require anybody to have to type to the AI bot forward and back, its one click and you're done without the nonsense in-between trying to get to it. Point 3 - If the customer wants to use the self service, then yes the AI can do a better job searching through the knowledgebase and outputting the content directly into the chat for the customer.