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Can AI Automate Live Chat? General Assembly Hosts Michael Housman

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Dr. Michael Housman, Chief Data Scientist at RapportBoost.AI, speaks to General Assembly about how AI can automate live chat, and in the process, boost the KPIs that are most important to your brand.

"Chat is a medium that’s being used more and more by companies that are engaging consumers directly, and they’re finding that it’s a great way to ultimately get them unstuck and help them finish the purchasing process. We did a preliminary analysis, and we found excitingly that it wasn't what was said really drove engagement and conversion rates, but it was more how it was said. We found that two-thirds of outcomes in terms of conversion rates and order size were driven not necessarily by the information conveyed but by the emotion, friendliness, effort employed, responsiveness, or how valued the consumers felt."

In our groundbreaking research at RapportBoost.AI on the importance of live chat to conversational commerce, we found that live chat agent behaviors, emotional language, and how a live chat agent speaks to the customer matters as much as what's being said. This isn't to suggest that live chat agents should remove focus from the content of their interactions, but rather that through ongoing coaching and quality management guided by AI, live chat can be used as your best sales tool. Optimizing live chat with AI using a human + machine solution - because chatbots as brand ambassadors is a bad idea - let's e-commerce companies boost conversion rates, order revenue, customer satisfaction, and more.

So in short - yes, AI can automate live chat. While it may seem that many people are throwing around the term AI without describing exactly what it does, at RapportBoost.AI we're straightforward with our approach. We take our clients' structured and unstructured live chat conversation data and use multivariate analyses, machine learning, and natural language processing to deliver actionable insights that drive sales. Machine learning and natural language processing are the specific processes behind our AI algorithms.

Contact our team at RapportBoost.AI to learn more about our live chat agent training solutions.

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Dr. Michael Housman

About Dr. Michael Housman

Michael has spent his entire career applying state-of-the-art statistical methodologies and econometric techniques to large data-sets in order to drive organizational decision-making and helping companies operate more effectively. Prior to founding RapportBoost.AI, he was the Chief Analytics Officer at Evolv (acquired by Cornerstone OnDemand for $42M in 2015) where he helped architect a machine learning platform capable of mining databases consisting of hundreds of millions of employee records. He was named a 2014 game changer by Workforce magazine for his work. Michael is currently an equity advisor for a half-dozen technology companies based out of the San Francisco bay area: hiQ Labs, Bakround, Interviewed, Performiture, Tenacity, Homebase, and States Title. He was on Tony’s advisory board at Boopsie from 2012 onward. Michael is a noted public speaker and has published his work in a variety of peer-reviewed journals and has had his research profiled by The New York Times, Wall Street Journal, The Economist, and The Atlantic. Dr. Housman received his A.M. and Ph.D. in Applied Economics and Managerial Science from The Wharton School of the University of Pennsylvania and his A.B. from Harvard University.

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