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Erica, Bank of America’s Chatbot
Erica, Bank of America’s chatbot, has helped 42 Million Clients with over 2 billion interactions since the bot’s launch in 2018. Erica helps customers with subscription insights, expenses, income, transfers, and bill pay and is available 24/7. Erica has advanced natural language processing abilities and is available via the Bank of America mobile application. The bot can respond to voice or text controls and is an industry example of how predictive analytics and AI can improve the customer experience. Erica boosted earnings and increased customer satisfaction. To test Erica, download Bank of America’s mobile application.
LEGO’s Sophia Chatbot
Sophia is LEGO’s chatbot designed to assist customer service representatives. Sophia has limited capabilities and no advanced natural language processing technology. Sophia aims to hand over the conversation to a live customer service agent. She can collect basic customer information and be the first contact point between the customer and the customer representative. The chatbot personality design is consistent with the branding, but the bot is too limited in functionality to be helpful. Try out Sophia
Kiehl’s chatbot
The Kiehl’s chatbot has a streamlined user interface and versatile capabilities. The bot gives the impression it provides product recommendations, helps with orders, offers information about product ingredients, advises on promotions, etc. However, the bot is also limited in scope. It directs customers to pages with promotions, collects basic information via an embedded form, and hands off the conversation to a live agent. The chatbot doesn’t have advanced artificial intelligence capabilities but does blend nicely with the website’s overall design. Try out Kiehl’s chatbot.
Amazon Rufus
The recently launched beta AI assistant Rufus is a multifunctional bot. It is trained in Amazon’s product catalog, customer reviews, and information from across the internet. Rufus can provide product recommendations ( including sponsored results), general information about products, and product comparisons. It can also offer order assistance and pass inquiries to a customer agent. Try Rufus
