Great product, great team
Overall Satisfaction with Bold360
It's being used by 3 departments currently:
1. Customer Care agents - the Bold360 ai as a knowledge bot
2. Vendor populations - the Bold360 ai as a knowledge bot
3. Consumer site: the Bold360 ai bot/Support Center and Live Chat features on our consumer site
1. Customer Care agents - the Bold360 ai as a knowledge bot
2. Vendor populations - the Bold360 ai as a knowledge bot
3. Consumer site: the Bold360 ai bot/Support Center and Live Chat features on our consumer site
Pros
- The National Language Processing (NLP) feature to pull up relevant knowledge works well
- Implementation was not a difficult or timely process
- Our Customer Relationship Manager (CRM) Jeff Shane is very attentive to our needs, hears out all asks and very accessible
- Bold360 ai admin portal ease of use. Not difficult to create knowledge for the chat bot.
Cons
- Reporting capabilities in the Bold 360 ai portal were challenging to understand
- The Voices feature, which are the words and phrases entered into the bot that do not have knowledge associated with them, is a cumbersome time consuming process to control.
- For our Customer Care agents who use the bot for knowledge, this has reduced the amount of time they were looking for knowledge to troubleshoot issues.
- Having the chat bot on our consumer and vendors site has given those customers another option to communicate with our agents. It has also slightly decreased the amount of calls and emails made to our Care Center.
Do you think Genesys DX (discontinued) delivers good value for the price?
Yes
Are you happy with Genesys DX (discontinued)'s feature set?
Yes
Did Genesys DX (discontinued) live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Genesys DX (discontinued) go as expected?
Yes
Would you buy Genesys DX (discontinued) again?
Yes
Comments
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