Genesys DX (discontinued)

Bold360 is used by our customer service department, so reliable that the team has got used to it now.

They have the best support team overall with a good product as we have hardly contacted the support team and whenever we did it was a quick resolution.

In this step Bold360 is integrated [with] our B2B online shop to support our customers. We use the FAQ Center and side widgets. We are still testing the Agent Center and API integration.

Fast integration [with] a lot of functions. Can [be] used for a seamless customer experience.

American Speciality Health is using the Bold360 chat tool to provide our members with access to their accounts. Further by utilizing the Bold360 AI bot, our Customer Service team is able to expand our operational hours and provide detailed responses to our membership.

Bold360 is strong when it comes to their implementation team and the regular support they provide their employees. With their support of the development of the program, they could focus more attention on how to provide the client the best training. While their solution is easy to learn, the training of the solution and how to fully take advantage of the program requires more attention. Bold should consider working closely with their client and develop training based on that need. Lastly, provide the ability to determine when agents are available to take a live chat. Still struggle hour to display live chat availability within the chat articles, due to the inability of the tool to recognize the operational hours.

Multiple departments at our company that speak directly with customers use Bold360 to handle our live chats. In my department (marketing), we use it to manage our automated chat robot. The chat bot helps us save the sales team time addressing commonly asked questions that can easily be addressed automatically. It also helps our users to find the appropriate place on our website for their needs. It has reduced our average speed to answer chats, the number of chats handled by our Agents, and our number of unanswered chats significantly.

Good for companies seeking quick and dedicated support. May not be a good fit for companies on a budget or that are seeking a chat bot that can utilize prior messages in conversation.

Bold360 is being used as a chat supplement across the organization for team members to enter IT service incidents, with some of those incidents not needing to be escalated to an actual person as they are resolved by AI automation.

Works great for us.

Currently my company is using Bold360 for our support services but we plan on expanding this product into our operations teams and other areas of the business.

The AI solution that Bold provides will help automate a lot of common questions that customers may have. The line of sight a supervisor or manager has on customer activity is just right.

We use Bold360 for the website and customer service of our rehab clinic group in Germany. We use the technical solution for our digital help center with a bot and our multichannel customer service. We decided to use it to provide our potential customers with even more targeted support in answering their very individual questions and to relieve our customer service staff.

Bold360 covers many different needs to improve customer service in an organization. To this end, it is also particularly well suited for use with products or services that require explanation.

The Chatbot and Live Chat are being used at the enterprise level across more than 15 state departments. We have two additional specific department instances with their own knowledge base. The chatbot allows Iowans to more easily get answers to their questions. The chatbot can take a long government description of a service and respond with a quick and specific answer. The chatbot also allows Iowans to request a live chat during business hours to talk with a State reference librarian to get help being directed to the right phone number, website page, or contact. Using the chatbot allows state agencies to immediately understand the words Iowans use when looking for services and has helped us with translating our government language into plain language!

The chatbot and live chat features have worked well for us. What we have discovered is that many of the engagements are very specific questions like "Which prison is John Public located in?" which is too specific to be addressed by the chatbot. We need to identify which application integrations would be the most beneficial to make an investment. It's great that we have the opportunity to extend the chatbot into applications but we need to do an additional evaluation before moving forward.

It's being used by 3 departments currently:
1. Customer Care agents - the Bold360 ai as a knowledge bot
2. Vendor populations - the Bold360 ai as a knowledge bot
3. Consumer site: the Bold360 ai bot/Support Center and Live Chat features on our consumer site

The relationship building with the entire team at LMI from Sales, to the Account Manager to our Customer Relationship manager and their product Bold360 was excellent. They were always willing to listen to different ideas and try to make them work for us.

In our organization, Bold360 is used by our sales department. By implementing the bot on our website, it gives users all the information they need as well as the possibility to connect with one of our sales agents via live chat. Bold360ai has enabled us to decrease the amount on incoming live chats while still being able to provide answers to all website users.

It fits quite well to our use case, so I would recommend it.

Should your company have fewer resources, you could always just use the bot and disable the live chat. This way the (website) users can ask their questions and the bot would answer them and save the time for your employees.