Converso is an AI-assisted customer support tool capable of operating across platforms like webchat, WhatsApp, and SMS. With the principle aim of reducing time and resource investment in customer support, Converso can handle basic queries, allowing human agents to focus on complex issues.

Users can manage both AI and team chats from a single inbox, providing a seamless handover to human agents when necessary.The application reduces message volumes significantly, improving overall customer service levels.

For customer inquiries, the AI Assistant is designed to provide high quality responses. The AI Assistant is trained with company-specific data ensuring that it can answer customer inquiries accurately, without providing irrelevant information.

For more complex customer queries, these can be assigned to a human agent. The AI assistant records and displays all chat messages in the team's inbox providing context and eliminating the need for customers to repeat previous inquiries.Converso enhances customer satisfaction as it provides quick and accurate responses.

The AI assistant retrieves data from the company's knowledge base or website, increasing customer trust.More comprehensive questions can be redirected to live human agents, no waiting for ticket raises.

For user convenience, a customer portal is under development. It will allow users to log in to view their chat history, review documents, and pay invoices.Converso offers the feature of building and integrating your own AI assistant.

The overall system is designed to save time and increase efficiency by automating communication and back-office processes. This includes automating basic tasks such as fetching user data and creating calendar events.In terms of team collaboration, Converso centralizes messages from various channels and internal chat notes into a single shared inbox.

It allows the creation of groups with custom workspace for each AI assistant.

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Converso.io was manually vetted by our editorial team and was first featured on April 1st 2024.

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Pros and Cons

Pros

Multi-platform operation

Seamless transition to human agents

Significant reduction in message volumes

Automated basic query handling

Complex queries assigned to humans

Retention of all chat history

Access to company's knowledge base

Redirection of comprehensive queries

Under-development customer portal

Chat history review

Document review

Invoice payment

Automates communication

Automates back-office tasks

Centralizes messages in shared inbox

Customer portal under development

Automates fetching user data

Automates calendar event creation

Improves team collaboration

Integrates with Whatsapp, webchat, SMS

Live human agent redirection without tickets

GDPR Compliance

Confidentiality of messages

Reduces agent workload

Proactive customer engagement

Integration with CRM

Schedule calls with customers

Handover to human during sales intent

Personalizes communication with latest data

Automates actions

Integrates automation with other systems

Accessible via multiple channels

Single shared inbox for all communication

Allows transfer of chats among team

Proactive analysis and summarising of conversations

Outbound conversation via WhatsApp, SMS

Cons

Customer portal under development

No integration with Instagram or Slack

Company-specific data required for training

No multi-language support mentioned

GDPR issues with archiving personal messages

No native CRM integration mentioned

WhatsApp connection needs business API

No specifics on system security

Q&A

What is Converso.io?

Converso.io is an artificial intelligence (AI) assisted customer support tool designed to operate across various platforms including webchats, WhatsApp, and SMS. It is primarily aimed at reducing the time and resource investment in customer support by managing basic customer inquiries. This allows human agents to focus on more complex issues. It facilitates seamless handover to human agents when needed and centralizes all messages for context saving and providing an efficient, single-inbox management system. For faster access and user convenience, a customer portal is also under development.

How does Converso.io help reduce the workload of customer support agents?

Converso.io reduces the workload of customer support agents by taking care of basic customer inquiries using an AI assistant. The AI assistant is capable of understanding and responding to common questions, enabling human agents to focus on more complex issues. Moreover, it also automates certain back-office processes such as retrieving user data and scheduling calendar events. The tool also manages both AI and team chats from a single shared inbox, creating a streamlined workflow.

How does an AI assistant in Converso.io handle customer inquiries?

The AI assistant in Converso.io handles customer inquiries by using company-specific knowledge to provide high-quality responses. It is designed to answer basic queries accurately without providing irrelevant information. More comprehensive queries are redirected towards live human agents for resolution. All chat transcripts are displayed in the team inbox, providing necessary context and eliminating the need for customers to repeat themselves.

How are Converso.io AI assistants trained to answer queries accurately?

AI assistants in Converso.io are trained with company-specific data. Such data can include the information available on their website or knowledge base. This ensures that they can answer customer inquiries accurately and without providing any irrelevant information.

What information does Converso.io AI assistant use to give responses?

Converso.io AI assistant uses data from the company's knowledge base or website to provide responses. This enables it to deliver highly accurate and contextually relevant answers to customer inquiries, ensuring a satisfactory customer experience.

Can Converso.io seamlessly switch from an AI assistant to a human agent for complex queries?

Yes, Converso.io provides a seamless switch from an AI assistant to a human agent when dealing with complex queries. If an inquiry is too complicated for the AI assistant, it can be effortlessly assigned to a human for resolution. This ensures that every customer query is efficiently resolved irrespective of its complexity.

How does Converso.io enhance customer trust?

Converso.io enhances customer trust by providing quick and accurate responses through its AI assistant. The assistant is trained with company-specific data and uses this to retrieve information from the knowledge base or site to answer customer inquiries. This reduces the chance of irrelevant responses and increases the customer's confidence in the assistance they're receiving.

Can I build and integrate my own AI assistant in Converso.io?

Yes, Converso.io offers a feature that allows you to build and integrate your own AI assistant. This allows a significant degree of customization and specificity in the AI responses. Consequently, businesses can provide customer support that is highly tailored to their products or services.

What type of data and tasks can the Converso.io AI assistant automate?

In Converso.io, the AI assistant can automate basic tasks like fetching user data and creating calendar events. By automating these mundane tasks, it reduces the burden of backend office processes and enables staff to focus on more important tasks.

Does Converso.io have a feature for team collaboration?

Yes, Converso.io does provide a feature for team collaboration. It has designed a system to centralize messages from various channels and internal chat notes into a single shared inbox. Additionally, it allows the creation of groups with custom workspace for each AI assistant, promoting more efficient team collaboration.

How does Converso.io manage chats across different channels?

Converso.io manages chats across different channels by consolidating all relevant chat messages into a single inbox. This centralized inbox includes both AI-handled and team-handled chats, providing a seamless interface for managing customer interactions. It ensures that all messages, whether from webchat, WhatsApp or SMS, are stored and easily accessible in one location.

Can Converso.io handle customer support across SMS and platforms like webchat and WhatsApp?

Yes, Converso.io can handle customer support across various platforms including SMS, webchats, and WhatsApp. It has been designed to function across these multiple platforms, effectively managing and reducing the volume of customer inquiries and efficiently providing support.

What is the significance of the customer portal in Converso.io?

The customer portal in Converso.io is a feature currently under development and will allow users to log in to view their chat history, review documents, and pay invoices. This facility would provide users with easy access to their previous interactions and necessary documentation. Furthermore, it could also facilitate self-service options, offering convenience to customers and reducing the need for agent intervention.

Does Converso.io provide a single inbox management system?

Yes, Converso.io provides a single inbox management system. The tool facilitates the management of both AI and team chats from one single inbox, providing seamless handover to human agents whenever necessary. This feature certainly simplifies communication, improves workflow and helps in keeping track of the tasks and queries.

Can messages of Converso.io be centralized from various channels?

Yes, Converso.io is capable of centralizing messages from various channels. It combines messages from different platforms and internal chat notes into a collective, single, shared inbox. This makes it easier to manage and monitor customer communications from various sources.

Can Converso.io AI assistant create calendar events?

Yes, the Converso.io AI assistant has the ability to create calendar events. By automating basic tasks like this, it enhances overall productivity and efficiency within customer service teams.

How can I integrate my Converso.io AI assistant to other platforms?

You can integrate your Converso.io AI assistant with other platforms by creating your assistant on a platform like OpenAI or Voiceflow. After it's trained on your data, you can connect to Converso.io and deploy your AI assistants across multiple communication channels. This allows the answer of customers' queries 24/7 and has the ability to scale if you need.

How does Converso.io AI assistant retrieve data?

The Converso.io AI assistant retrieves data from the company's knowledge base or website. It uses this data to provide accurate and relevant responses to customers, enhancing their trust in the company's customer support service.

What details can I view in my chat history on the Converso.io customer portal?

In the Converso.io customer portal, you can view your complete chat history. In addition, the portal will eventually allow users to review documents and pay invoices at their own convenience. This will significantly improve the customer experience providing a quick and easy access to important documents and past interactions.

Can groups be created in Converso.io for each AI assistant?

Yes, in Converso.io, groups can be created for each AI assistant. This feature enables the creation of custom workspace for each distinct AI assistant, helping to streamline and organize customer inquiries and responses.