Humans and AI are the dream team in customer service
melibo brings live chat agents and AI chatbots together on one platform – so you can guarantee your customers the best service.
Our fully integrated live chat solution
melibo includes an integrated live chat solution that, unlike external live chat software, is perfectly aligned with the chatbot.
Live Chat + AI
AI helps in live chat by suggesting fitting replies to your agents. At the same time, the chatbot can be trained so that over time it answers more and more questions on its own – and fewer need a live chat agent.
Smart human handover
High-quality chatbots need smart human handover to give users the best possible experience. Some questions are beyond a chatbot, and support agents are better suited to handle them.
Live Chat
Your chatbot hands the conversation over to support instantly, so your customers get an answer as fast as possible.
Your chatbot captures your customer's request and sends it to you by email. From there, you can reply to your customers with ease.
Ticket system
Your chatbot opens a ticket in your in-house ticket system. Support can then work on it like any other ticket.
When and why your chatbot should hand over to a human
Complex requests
AI chatbots can answer many questions, but depending on complexity, it makes more sense to bring in a human. A seamless handover leads to higher customer satisfaction.
Urgency
Some situations are more critical than others – like a problem just before a train departs. These need to be solved fast and often require a human to step in.
User preferences
Some users have a negative view of chatbots and prefer talking to a real person. That option should always be available.
Hot leads
Hot leads are ready to convert into customers. As soon as your chatbot identifies a user as a hot lead, it can hand them over to a real person – cutting wait time and boosting your conversion rate.
Harald Schaettler
“With melibo, we significantly improved our customer service at FahrradXXL. Our AI chatbot takes a huge load off our team, so we can help our customers faster and more efficiently. Thanks to the seamless integration with our Zendesk live chat, ticket creation in Zendesk and the connection to our ERP system, we automate requests about order status, returns, complaints and more. The easy integration and reliable performance make the difference – a real asset for our customer service!”