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Insight Series: The Secret Sauce Of Live Chat Optimization

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Dr. Michael Housman of RapportBoost.AI discusses the secret sauce of live chat optimization.



Designing a machine learning system that coaches the live chat agent without stepping on their toes is, in many ways, the secret sauce of RapportBoost.AI. We realized very early in the company’s history that we wanted to utilize a human-in-the-loop system. That meant that the front line live chat agent would be the mediator between our recommendations and what the website or app visitor ultimately saw. To develop a great live chat optimization platform, we needed to influence user behavior. It’s like the old adage of the tree falling in the forest - if we rendered an analysis and presented that insight to the live chat agent, and they didn’t take any action on it, did we really do the analysis in the first place? As a result, we were forced to think hard about how we would influence user behavior.

I can’t go into all the specifics, but suffice it to say, as the live chat agent is engaging with customers, we get a window into their personality. We learn about how they think and how they tick. Likewise, we couple that with A/B Testing, different ways of conveying our messages, different placements on the screen, bold or highlighted text.

When we couple what we’ve learned about the user with A/B Testing, what we’re able to do is come up with very novel and creative ways of presenting information in order to influence the user to take suggestions from the live chat optimization platform. And that really is the crux of behavioral economics. It’s presenting information in a way that makes someone more inclined to act in their best interests.

RapportBoost.AI works with brands who sell online to optimize live chat sales. Our clients can expect to see a significant lift in their web conversion rates, average order size, lifetime customer value, retention rate, customer satisfaction, and lead conversion rates. RapportBoost’s platform can be configured to measure and improve any chat-related outcome important to our clients’ businesses. Very few companies have the machine learning resources and immense, multi-variate data sets required to provide specific, actionable insights to sales personnel. But, RapportBoost.AI does. We are able to test long-held assumptions about best practices and can quantitatively tell your organization how to capture these sales that would otherwise be lost.

Learn more about live chat agent training from the team at RapportBoost.

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Meredith Lackey

About Meredith Lackey

Meredith Lackey is a content producer with expertise in computer networks and systems. She received her B.A. in Philosophy from Hampshire College, and her M.F.A in Moving Image from the University of Illinois Chicago. Her output spans long form writing, B2B and B2C content, and branded video content. Meredith has worked with Tony on creative projects and at Boopsie since 2014. She loves gritty travel experiences where she can learn about diverse people and new trends.

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