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Good option and support for simple chat bot functionality
April 14, 2021

Good option and support for simple chat bot functionality

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bold360

Multiple departments at our company that speak directly with customers use Bold360 to handle our live chats. In my department (marketing), we use it to manage our automated chat robot. The chat bot helps us save the sales team time addressing commonly asked questions that can easily be addressed automatically. It also helps our users to find the appropriate place on our website for their needs. It has reduced our average speed to answer chats, the number of chats handled by our Agents, and our number of unanswered chats significantly.
  • Dedicated Customer Success Rep
  • Easy to Manage New Chat Bot Articles
  • Quick Responses from Support Team
  • Integration with GeoFluent for Translating Chats
  • Chat bot's understanding of inappropriate answers to questions relies too much on user feedback
  • Chat bot has no recognition of prior messages in conversation outside of pre-set conditional logic
  • Chat bot reduced unanswered chats by live agents
  • Chat bot improved average speed to answer chats by live agents
When comparing against other chat bot providers, we found the Bold360 user interface to be more user friendly on both the setup and customer facing sides.

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?

Yes

Did implementation of Genesys DX (discontinued) go as expected?

Yes

Would you buy Genesys DX (discontinued) again?

Yes

Dedicated customer success rep and quick responses from the support team have proved helpful.
Day-to-day use of Bold360 AI (chatbot) use (reviewing new questions, adding new responses, tagging, etc.) is fairly simple, but utilizing more advanced features and custom channeling, etc. typically require escalation to developers and may require additional costs if you want help to implement.
Good for companies seeking quick and dedicated support. May not be a good fit for companies on a budget or that are seeking a chat bot that can utilize prior messages in conversation.