Helpfruit

Pros: FAQBot has delivered our first digital employee. Attentive, accessible, personal and always on we've tackled a more than 30% uplift in demand into our contact centre without adding FTE. We are always looking at ways for end users to self-serve and find information from our website and knowledge base to answer their questions and FAQ bot makes it easy to amplify existing content. We no longer wate time answering repeatable questions. We also get a lot of analytics and data with our interactions which is a unique selling point. We love our digital employee - Dot; they're awesome.

Cons: None from our experience. We couldn't find any issues.

Pros: When looking at a solution we needed to consider that we had business users that would be driving the updates and future developments of this product. The FAQ Bot was easily picked up by our teams and also they had full control on reporting and updating the conversations to continue to understand and develop this system.

Cons: None at this stage, it works very well for our business.

Pros: Implementation was straight-forward and easy, the team were very supportive and explained everything in an easy to understand manner.

Cons: The design of [SENSITIVE CONTENT HIDDEN], but that's a Mainfreight thing, not Theta :)

Pros: As an administrator editing and making improvement the to Bot is really simple and straight forward

Cons: There were some features that seemed to be missing that we had with our old provider but the team listened to our suggested and were able to make some improvements.

Pros: The ability to add a variety of questions straight from customer questions allowing us to capture a variety of ways in which an individual may talk to the FAQ bot. Being able to test these conversations and see the potential responses before the FAQ bot is released into a live environment.

Cons: I would like to be able to be more selective about the content that I publish. Being able to choose which items I publish after testing would be ideal

Pros: Cost effective solution with the functionality we required and the organisation had a committed roadmap to evolve the features.

Cons: We were an early adopter so initially it was light on features (it has evolved since and now includes more features than we actually use).

Pros: Platform is user-friendly and fun to use with little IT knowledge required.

Cons: None as yet, we're still yet to make use of the full range of capability on offer.

Pros: The analytics are beneficial and give us an insight into whats been doing each month.

Cons: Nothing I dislike about the product but sometimes it makes you log back in when accepting a live chat. This happens randomly.