Gonzalo Baez, Founder and CEOWith artificial intelligence becoming the latest buzzword in the business world, many companies believe that AI by itself is sufficient to drive business through its automation and intuitive thinking capabilities. The reality is: businesses need to walk a fine line between hype and reality. OhChat.me is on a mission to help today’s businesses arrive at a common point where they can derive maximum benefits of AI by streamlining its collaboration with human knowledge. According to Gonzalo Baez, Founder and CEO of OhChat.me, a strong collaboration between human agent and chatbot is the most effective way of understanding the issues faced by customers and make informed decisions accordingly to improve the brand experience. To that end, instead of a chatbot, OhChat.me offers a unique “Crowdchatting” solution that binds AI with human knowledge, enabling firms to bridge their communication with customers through specialized freelance customer service agents. The result: improved customer satisfaction and enhanced business opportunities.
“We connect companies with live agents or “Chatters”, with a layer of artificial intelligence between them. “Chatters” are sales and customer support freelance professionals that are available to chat with the customer,” says Baez. “We achieve this through our solution that operates as Uber or Lift, sending the conversations in real time to the Chatters. We dream of becoming the Uber of call centers.” The first interaction is taken by the artificial intelligence and, in case the chatbot doesn’t have an accurate response for a query, the request is immediately relayed to a live agent or Chatter who will take over the chat session. The agent can respond to the request either sitting in front of the workstation or using OhChat.me’s customized mobile app. Sales people, for instance, can continue the conversation through mobile phone and meet the customer needs, irrespective of their location.
“Training chatbots is one of the major responsibility of any company using them, and we have made it simple to train and augment their knowledge levels,” says Baez. All the responses provided by the Chatters are recorded and channeled into the chatbots’ knowledge base, saving the businesses and the Chatters from the unnecessary operational and cost overhead involved in answering FAQs. With increased knowledge levels, chatbots get into a better position to meet customer requirements during service requests and Chatters or human agents can focus on sales conversations.
We achieve this through our solution that operates as Uber or Lift, sending the conversations in real time to the Chatters. We dream of becoming the Uber of call centers
OhChat.me offers its solution in three languages: English, Spanish and Portuguese. With such diversity, the company caters to companies of all sizes, from restaurants to construction companies to large enterprises. Enhanced process efficiency, real-time sharing of the onsite information with all the stakeholders involved in a project, and improved customer experience are some of the benefits that these companies can achieve. In all use cases, it is the ability to ensure frictionless collaboration between human knowledge and AI in various channels that separate OhChat.me in the market.
Currently, OhChat.me is preparing to launch an improved and enhanced Chatter platformin 13 languages, with a major focus on Spanish, Portuguese, and English. In addition, the company will also start providing training sessions to freelancers that want to become Chatters and work for many companies around the world. “In the near future, this will help us improve the entire chatbot communication for our clients and their customers,” concludes Baez.