Our Tower Systems small business retail customers are loving the ability for our Intercom FIN chatbot to answer POS software queries in languages other than English. There is no switch for them to turn on. All our small business retail customers need do is start by speaking or typing in their language of choice. The interaction is a joy to watch.
Check out this interaction from the other day.
French, Japanese, Spanish, Dutch, German, even Pidgin English.
All one of our POS software customers need do is to ask a question in their preferred language.
Our ChatBot responses only come from the knowledge we have provided. This closed approach provided a quality interaction for even the most complex of questions put by our small business POS software customers.
Now, our ChatBot has been live for years. Its skill is growing daily. And, more of our POS software customers are using it. Their productivity is up as a result, as is ours.
What’s interesting is that our staffing of the help desk has not been cut as a result of the AI ChatBot that’s in place. rather, team members are freed to be more efficient in other ways, and this benefits our customers for ore complex queries and other work that benefits our goal of helping local small business retailers thrive.
By handling routine and repetitive queries, the ChatBot frees up our help desk staff to tackle more complex and nuanced customer issues. This shift allows our team to focus on the truly human aspects of support, building relationships, providing in-depth guidance, and offering personalised solutions that the AI cannot. It means our human team members can dedicate their time to high-value interactions, ensuring that our small business customers feel heard and supported, ultimately strengthening our commitment to their long-term success.
We continue to provide human oversight of the ChatBot responses, to ensure they are correct and to look for ways we can improve the knowledge feed to the ChatBot so that its response are even better.
Ai is not a replacement for good customer service. Rather, it is an enhancement to customer service in so many ways.
Key to the success our ChatBot has at providing responses to our small business POS software customers is the structured knowledge source we provide. This has been a hallmark of our company for decades and continues to evolve today. This is not your regular user manual or other documentation software companies produce. rather, it is structured step-by-step information, knowledge, peer-reviewed and checked to ensure its accuracy and understandability by people and by tech that have no retail reference point yet for which retail context is vital.
At the heart of the C hatBot advice is human knowledge and here at Tower Systems that’s not going anywhere. We know that retail is all about the personal experience, especially local small business retail.
We are grateful to our POS software customers for engaging with our ChatBot, providing feedback and engaging as we continue to evolve this smart tech service.
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While the right POS system for any retail business depends on the specific needs of the retail business, Tower Systems was built to serve Australian and New Zealand local small business specialty retailers. To see how we can help you…, request a free, no-obligation demo today.
Call 1300 662 957 in Australia or 0800 444 367 in New Zealand. Or, email sales@towersystems.com.au.
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