About
Servicefriend has developed a scalable customer service bot that uses hybrid interactive text-response technology supported by artificial intelligence. Servicefriend's hybrid architecture allows humans to quickly assist the bot in situations that it doesn't yet know how to handle. Humans are tightly integrated into the process flow, and the user does not know which messages are generated with human assistance. The result is a natural, conversational experience. In some cases, the bot's persona outperforms live agents in terms of customer satisfaction by over 20%. Servicefriend's Hybrid Bot Architecture offers the scalability of a bot with the intelligence, comprehension, and empathy of a human. With Servicefriend, the bot is always the front-end, and every conversation receives the same branded, consistent, and cohesive experience. Servicefriend contains a built-in identification and verification process, a built-in connector for common CRM systems, and a built-in connector for common user management systems (LDAP/Kerberos). Servicefriend was named a cool vendor in "Cool Vendors in CRM Customer Service and Support, 2017" by the Gartner Research Group.