In today's digital age, companies are constantly looking for innovative solutions to improve their customer service processes and deliver exceptional service experiences. As customer expectations continue to rise, companies will find themselves under increasing pressure to succeed in providing fast, cost-effective, and personalized support. Meanwhile, customer service costs and agent turnover remain high hurdles. One transformative technology in this regard is represented by the AI chatbots.
XCALLY, an omnichannel platform dedicated to customer experience management, leverages the power of AI chatbots to improve customer service for its partners.

What is an AI chatbot?

AI-powered chatbots are virtual agents powered by artificial intelligence that can converse with customers via text, voice or messaging applications such as Facebook Messenger or WhatsApp. AI chatbots leverage artificial intelligence and natural language processing to have automated conversations with customers, offering real-time assistance and support.

Natural language processing

UsingNLP (natural language processing), AI-powered chatbots understand customer questions, retrieve relevant information from large databases, and respond in natural language.

Conversational interfaces

Customers can interact with AI-based chatbots through conversational interfaces just like chatting with a real person. Bots include contextual clues and follow-up questions to seamlessly assist customers.

The Power of AI Chatbots in Customer Support.

AI chatbots have become a real game-changer in the customer experience landscape. These intelligent virtual assistants can handle a wide range of requests, providing immediate answers and personalized assistance.
Although AI chatbots offer numerous advantages, it is essential to also consider any difficulties that may become apparent within a process of implementing this type of technology.

The Pros of Implementing AI Chatbots.

  • Efficiency and availability: AI chatbots can significantly reduce operational costs, automating repetitive tasks and reducing the need for large customer support teams by providing 24/7 uninterrupted support. Customers receive immediate assistance with basic inquiries such as order status, account details, FAQs, and more whenever they want via chat, voice, or messaging.
  • Scalability: AI chatbots can handle an unlimited number of conversations simultaneously, enabling companies to efficiently scale their support operations.
  • Improved Customer Experience: customers today expect quick resolutions to their questions. By providing immediate responses and personalized interactions, AI-powered chatbots can provide consistent service experiences while maintaining a high level of quality in all interactions and ensure fast and efficient support. Chatbots also gather insights to personalize engagements and proactively address problems.
  • Empower agents: chatbots handle basic requests, allowing agents to focus on more complex cases that require empathy, personalization or specific details. This improves agents' job satisfaction by reducing stress and enabling them to use critical thinking.

The Cons of Implementing AI Chatbots.

  • Lack of Human Contact: AI chatbots may lack the empathy and human contact that some customers prefer when seeking support. However, this is easily solved by an integrated AI and human service.
  • Complex Requests: although AI chatbots excel at handling routine requests, they may struggle with complex or nuanced requests that require human intervention.
  • Initial Development and Training: the implementation of AI chatbots requires a significant initial investment in development and training to ensure optimal performance of the algorithms.




XCALLY and the Integration of AI Chatbots.

Chatbots powered by artificial intelligence can make a difference in dedicated contact center software, automating routine requests and tasks to deliver engaging customer experiences around the clock. Integrating AI chatbots into its omnichannel platform, XCALLYoffers the opportunity to streamline and simplify the integration process.

No code required

XCALLY provides an intuitive platform without code that enables teams even without technical expertise to build, train and deploy virtual agents with AI. With a simple drag-and-drop interface, users can create natural dialogues and build conversational flows visually without writing a line of code.

Intelligent Routing and Triage

XCALLY's AI chatbots intelligently route customer inquiries to the most appropriate departments or agents, ensuring timely and accurate responses. They can categorize incoming requests, prioritizing urgent issues and ensuring efficient handling of customer requests.

Customized Self-Service Options

XCALLY's AI chatbots enable customers to use personalized self-service options, allowing them to find answers to frequently asked questions and easily access relevant information.

NLU and NLG robust

XCALLY's advanced NLU (natural language understanding) and NLG (natural language generation) ensure that chatbots understand users' intentions accurately and respond appropriately in human language.

Omnichannel distribution

The platform supports the deployment of virtual agents through channels such as website, mobile apps, SMS, popular messaging apps, and IVR for omnichannel assistance.

Data Insights

XCALLY collects usage patterns and interactions with customersto continually refine responses based on feedback. Detailed reports help optimize deployments.


By harnessing the possibilities of AI chatbots, XCALLY enables the delivery of an efficient, personalized, and available 24/7 customer journey.