Platica

Tel Aviv, Israel

www.platica.com

Customer Service: Chatbots on web sites (BOT), Messaging applications (MES)

Scope: Full

System: Cloud-based (CLD)

Summary

  • Platica provides bots using NLP to support customers over “any chat or voice platform.”
  • The examples the company provides go beyond basic natural language interactions to an attempt to be casual and friendly.
  • The chatbots use chat to connect with customers through typical chat channels, without requiring an app be downloaded.

Delving Deeper

Platica’s chatbot uses natural language processing technology to help brands improve communications with their customers, offering automated, personalized marketing and customer service. Companies using Platica technology can turn any customer interaction into a conversation, regardless of whether it started as a support request or a marketing push campaign. A call center can be off-loaded with a branded company assistant that the customer can converse with whenever they want through chat, rather than a downloaded app.

The examples on the company’s web site emphasize conversations that go beyond simple NLP to provide more information than the basic request and to do so in a friendly manner. For example, a question to an airline “What time do I need to check in today?” was answered, “You should be at Lutton Airport by 5 pm, and don’t forget there’ll be heavy traffic today…”