Columbus, OH, USA, Oct, 2018 -- Blue Diamond Growers recently launched a new customer self-service chatbot on its website using AI-driven virtual agent technology from Astute. In its first month, the new Blue Diamond bot has assisted consumers in finding answers to questions about products, coupons, recipes and more. In addition to giving consumers the ability to self-serve, the bot deflects high-volume, repetitive questions away from the contact center and enables agents to focus on engaging with customers.
Blue Diamond's consumer advocate group receives a high volume of contacts each month related to simple questions about coupons, product flavors, allergies, ingredients, and recipes. Lisa Diehl, Blue Diamond's Consumer Advocacy Manager, saw an opportunity to provide a quicker, easier way for consumers to get answers to their questions. "Using the bot simplifies the customer journey because it enables our consumers to find answers without needing to pick up the phone," said Diehl.
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Astute Bot is a conversational self-service interface driven by natural language processing and narrow AI. It allows consumers to have conversations with brands to complete a variety of interactions across many devices and channels, including web chat, messaging apps, and voice-based virtual assistants.
"We're pleased with the chatbot's progress during its first month, and look forward to seeing it continue to improve the customer journey," Diehl said. "Astute Bot is a great solution for companies that want to leverage what artificial intelligence can do, even if they're just at the beginning of their AI journey."
"There's nothing better than seeing our customers succeed," said Ray Carey, Astute CEO. "Blue Diamond provides a textbook example of how to successfully augment their current processes with always-on, always available digital service. We're confident their approach will ensure their continued success."
Posted by Veronica Silva Cusi, news correspondent
About Blue Diamond Growers:
Blue Diamond Growers, a grower-owned cooperative representing over 3,000 of California’s almond growers, is the world’s leading almond marketer and processor. Established in 1910, it created the California almond industry and opened world markets for almonds. Blue Diamond is dedicated to delivering the benefits of almonds around the world and does so by providing high-quality almonds, almond ingredients and branded products. Headquartered in Sacramento, the company employs more than 1,500 people throughout its processing plants, receiving stations and gift shops.
Published: Friday, October 19, 2018
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Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.