Humanize AI-driven conversations across all digital channels with CommBox’s autonomous communication platform

CommBox (formerly BumpYard) was founded in 2013 by Eli Israelov and Yaniv Hakim to offer an innovative way for organizations to communicate with their customers. The team at CommBox has developed an advanced AI-powered omnichannel customer communication platform that allows any organization to manage seamless communication with customers across channels: WhatsApp, Facebook Messenger, Instagram, chat, email, Google, SMS, video chat, and more, all in one smart inbox.

CommBox is an official WhatsApp partner and is considered the pioneer in customer service automation. Hundreds of companies across sectors adopted the CommBox solution to offer their services to 50+ million customers worldwide. Step forward to the next generation of digital customer communication with CommBox!

Move Beyond Self Service 

Timing is everything when it comes to connecting with your customers. Customers today have a lot less patience and if your self-service site or app does not answer their questions within a few seconds, you’ve lost them forever. A bad self-service user experience can leave a customer feeling confused and frustrated. 

And although self-service was designed to simplify the customer journey, 80% of all engagement is still resolved via phone calls. This almost goes against the entire concept of self-service and winds up costing brands more in terms of lost time and productivity. Even worse, is the negative customer experience that comes as a result of the disconnect.  

Today’s digital reality has presented brands with new opportunities to expand beyond self-service and connect with customers on the messaging channels they know and love best. Whether it is adding an item to a shopping cart or receiving assistance paying a phone bill, thousands of conversations can be automated at once. This happens when businesses assign higher priorities to tasks that can then be smartly routed to a digital agent. The customer can always opt to have a conversation with a live digital agent as well. 

Benefits of Business Messaging 

• Improved Customer Satisfaction – By reaching customers across their preferred channels at their convenience, brands have the ability to provide better customer care in a more personalized way. Furthermore, brands can deliver better-targeted campaigns and personalized messages that resonate with their audience. This helps create higher engagement rates and a memorable customer experience. 
• Handle More Conversations – Agents can now handle multiple conversations across a variety of channels rather than shift all of their resources to individual messaging. From SMS to WhatsApp and beyond, brands can toggle between conversations without skipping a beat and increase agent productivity. 
• Reduce Costs per Resolutions – Resolving customer resolutions is one of the most important key objectives for any business, both in terms of financial impact and customer satisfaction. And one of the most important metrics tracked is the First Call Resolution (FCR). A high FCR rate greatly reduces operational call center costs, improves employee productivity, and removes the added burden placed on agents, which eventually leads to employee burnout. 

The Best of Both Worlds – Combining Conversational AI with a Humanized Touch 

As the customer journey evolves, brands will have to shift their attention and efforts to a new form of customer engagement known as autonomous communication. Autonomous Communication is a new approach that combines omnichannel communication and conversational AI to provide a fully automated customer experience while keeping humans in the loop. 

Conversational AI combines machine learning (ML) and other forms of Natural Language Processing (NLP) to analyze human conversations and to improve the quality of interactions with customers over time. 

Conversational AI differs from traditional bots mainly in their intelligence and capabilities. While “stupid” bots operate based on a predefined set of rules, responses, and scripts, AI chatbots have the ability to understand human intent and evolve over time. 

The “stupid” bot will constantly repeat the same process, but the AI-powered smart chatbot will learn the human tone and voice (this is where NLP comes into place). A smart chatbot will later craft custom messages and allow smoother engagement and more naturally flowing conversations.

The shift from the old paradigm of live agent intervention for every customer engagement to personalized experiences is an evolution, one which does not require a great deal of effort or digital transformation. Brands can complement their self-service offerings with the power of AI across messaging channels without the dependency on live support agents. 

The CommBox 50-50™ approach also enables its customers to safely automate 50% of their repetitive inquiries and tasks using AI, minimizing communication costs, and maximizing customer satisfaction and revenue, all in just 12 months.

A good example of the CommBox 50-50™ approach would be Clal – a leading financial services and insurance provider that leverages CommBox’s smart chatbots to automatically handle 57% of ongoing customer requests. This frees up support reps to shift the focus to more important issues and leave the repetitive tasks to AI. 

Gartner predicts that by 2025, customer service organizations that embed AI in their multichannel customer engagement platforms will elevate operational efficiency by 25%.

Transform Your CX with CommBox’s Autonomous Communication Platform 

CommBox humanizes conversations with an AI-driven intent-based automation platform. CommBox offers a powerful combination of business and logic-driven automation, intelligent routing, and advanced AI that empowers brands to make smarter decisions based on actionable data.  

CommBox humanizes conversations across multiple channels with AI-driven intent-based automation. CommBox’s autonomous customer communication platform offers a powerful combination of humans and AI, working in perfect synergy to ensure an elite level of CX. Brands that use CommBox can make smarter decisions based on actionable data and grow their business. 

Yaniv Hakim, Founder and Co-CEO

“Our Mission Is to Help Companies Move to Digital and Automated Customer Communication at Scale.”