Before AI, there was the simple and yet effective rule-based chatbot. Designed to collect customer information and provide quick answers to simple questions, chatbots with quick reply systems are straightforward, powerful, and a critical component in a modern contact centre.
If-this-then-that systems are powerful, but fundamentally limited to pre-programmed responses and paths. If edge cases and maintainability are a concern, AI Agents are the way to go. As fully autonomous chatbots, trained by your documents and policies, they’re capable of handling the entire customer interaction on any text-based channel.
Gnatta Core Feature
Rule-based chatbots are not conversational by nature – they are a series of if-this-then-that decisions, presented to the customer as simple button clicks (quick replies), or open text answers with keyword detection. The goal? To guide the customer to an answer or collect data so the agent doesn’t have to.
Gnatta Core Feature
Pass basic data privacy checks, gather query information and order numbers and make complex workflow decisions on the details gathered – so you can assign queries to the right agent, every time.
Gnatta Plus Feature
Customer just needs a tracking update? With the right integration, there’s no need to connect to an agent to surface that information. But the trick to getting it right is in a strategically placed exit route to reach an agent – so no customer finds themselves in a closed loop without a solution.
We'll help you plan and design a bespoke chatbot journey and then implement it for you with code-free config in our visual workflow editor, where you can make changes in a few clicks.
Product Support
No more cherry-picking - let Gnatta choose the right agent for the job based on the data gathered in your chatbot journey, and prioritise based on channel, customer sentiment and more.
Routing
A chatbot is only as good as the data it can access - which is where integrations come in. Spot a VIP customer based on order history, check shipping data automatically, identify stock availability and more.
Integrations
A no-strings, 30-minute tour of the product. See it in action.
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