These playbooks are multi-channel sequences of targeted emails and chat messages designed to engage and retrieve information about your prospects before redirecting them to the desired service. The data collected in Drift can be used to improve engagement through 'playbooks'. Unfortunately, Drift lacks some key features such as audio, video and galleries to enrich the conversation.
#DRIFT CHATBOT CODE#
You have to copy and paste your entire chatbot flow before translating it, and then code the medium yourself before putting it on your web page. An interesting feature, although difficult to deploy. Via Drift, you can only create a chatbot for your website, although it is possible to add conditions to make the experience a bit more personalised.ĭrift allows the creation of a multilingual chatbot. It is impossible to send sequences of messages. Based on the answers, tags can be created. The list can be filtered using customised criteria, allowing the user to create his or her own segment.Įach user can then be asked a question and the answer recorded in a custom field (called Attributes). Other features allow you to transfer a conversation from a bot to a direct conversation or to schedule meetings.įrom the Drift back office, the user has access to a list of all the Internet users and customers who have exchanged with the bot. The elements available on the chatbot creation interface make it possible to send and receive messages, to ask specific questions but also to capture email addresses, telephone numbers or to create customer support tickets directly. The bot, once completed, can be tested before being implemented. The user creates the questions and determines the possible choice of answers for the users, before creating a logical sequence and conclusion to this path. The elements created are simply added to the flow and can be modified in a few clicks. This is a table from which it is possible to design, test and optimise its interface.
To create its chatbots, Drift suggests using a visual flow generator. These are the features, close to marketing automation, that we will detail here. Functional scope of Driftĭrift offers a complete livechat solution to facilitate the work of your support team, but also chabots, more conversion-oriented. It is up to you to evaluate the ROI of such a tool in your organisation.
However, the tool is extremely efficient and allows you to save time thanks to the marketing automation of certain processes. Forbes states that 89 per cent of companies “compete primarily on the basis of customer experience - up from just 36% in 2010.” Improved chatbots are one area where companies can improve clients' initial impression and experience.The tool is quite expensive even if it is difficult to put a precise price on the different offers, Drift not being transparent on its pricing. Companies are becoming increasingly aware of the importance of good customer engagement, according to industry experts. It is the company’s first product built by its AI lab.ĭrift is the newest innovation in the pursuit of better customer engagement. The company announced Drift Automation at the Hypergrowth 2019 event.
Finally, Drift Automation includes a conversation analysis tool, so clients can search and monitor chatbot performance. A conversation designer works directly with Drift clients to improve the chatbot based on conversations from the client’s website. Humans also play an important role in making the AI function better. The AI analyses conversations prospective buyer are having on the website and constantly optimises its responses. Drift worked with newly acquired AI-startup Giant Otter to develop the technology. The difference is in how the chatbot uses AI and large data sets. A demonstration of the chatbot showed it could navigate misspelt words, poor grammar and even off-topic queries.
Drift Automation offers something new because the chatbot can engage in conversations even when customers go off-script. That translates into better online, AI-driven service for customers, the company says.Ĭhatbots are becoming more widely used in customer service. Spotted: US-based startup Drift has launched a chatbot platform that uses AI to understand the context of a conversation.
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