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tabindex="0"><span class="Menu_navItem__efJ4X ">Company<svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" fill="none"><path stroke="currentColor" stroke-linecap="round" stroke-linejoin="round" stroke-width="2" d="m13.365 6-4.667 4.667L4.03 6"></path></svg></span><ul class="Menu_hidden__KIYSX"><li><a href="/vision/">Vision<small>Better customer service with Text Intelligence</small></a></li><li><a href="/roadmap/">Roadmap<small>See what's coming next to our products</small></a></li><li><a href="/focus/">Focus<small>Uncover our values that shape innovation</small></a></li><li><a href="/success/">Blog<small>Text automation explained</small></a></li><li><a href="/careers/">Careers<small>Find your dream role at Text</small></a></li><li><a href="/team/">Team<small>Meet Texters</small></a></li></ul></li></ul></nav></div><div data-focus-guard="true" tabindex="-1" style="width:1px;height:0px;padding:0;overflow:hidden;position:fixed;top:1px;left:1px"></div></div></header><main class="main"><div class="CompanyNewsSingle_wrapper__039GB"><div class="CompanyNewsSingle_header__rk_Lq"><a href="/press/company-news/"><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" fill="none" viewBox="0 0 24 24"><g stroke="#1B1B20" stroke-linecap="round" stroke-linejoin="round" stroke-width="2" clip-path="url(#a)"><path d="M5 12h14M5 12l4 4M5 12l4-4"></path></g><defs><clipPath id="a"><path fill="#fff" d="M0 0h24v24H0z"></path></clipPath></defs></svg>Company news</a><h1>LiveChat introduces new chatbot capabilities</h1><p>Nov 28, 2018</p></div><hr/><img src="https://res.cloudinary.com/dn1j6dpd7/image/upload/v1597758284/press/Company%20news/chatbot_1.png" alt=""/><div class="CompanyNewsSingle_contentContainer___pc7_"><article class="CompanyNewsSingle_article__Gp2yA"><div><p>The company announces that its major product has been enhanced with a comprehensive integration with <a href="https://www.chatbot.com/">ChatBot</a>. It’s now easier than ever for the <a href="https://www.livechat.com/">LiveChat</a> users to sell, market and support their customers using bots.</p> <p><a href="https://www.livechat.com/">LiveChat</a>, a customer service company founded in 2002, is extending its features portfolio to chatbots that are rich in images, buttons, cards and create limitless possibilities for companies to showcase their products or provide services. This new chapter for LiveChat product development was designed to improve the customer support experiences and to solve service issues more efficiently.</p> <p>The new bot’s capabilities were achieved with the integration between LiveChat and ChatBot – a bot factory and the company’s second solution. ChatBot, formerly BotEngine, was launched on the market over two years ago. The platform is focused on delivering a simple drag and drop interface and fast bot deployment.</p> <blockquote> <p>Since the very beginning of the chatbot trend, we were completely sure that the conversational technology will transform business and totally change how companies communicate with their customers. It meant that we – as software providers – must be there. That’s why, two years ago, we bet on a chatbot framework development. Since the product became mature enough to meet more users’ requirements, we have intensified our work to integrate it deeper into LiveChat application and now we’re presenting our vision for how bots should operate within the chat application. Working on such an emerging technology, it’s obvious that we haven't yet said everything on this matter, same goes for our competitors.</p> <p>Dariusz Zabrzeński, Head of Research and Development at LiveChat</p> </blockquote> <p>The portfolio of the new functionalities designed exclusively for the LiveChat – ChatBot integration includes:</p> <ul> <li>Rich-messages: Bots can mix and match text, images, buttons, and quick replies in their conversations to show off products and services. That helps bots to send responses that are more personal and intuitive than plain text.</li> <li>Transfer: If a task requires human's attention, it can be transferred from a chatbot to agents. What’s more, a user can also customize when the transfer occurs and decide what happens after working hours.</li> <li>Ticket: During a conversation, a bot can generate a ticket in the LiveChat application that can be further managed by the customer service team.</li> <li>Transcript: Users can set a point of the bot’s story that will automatically send an email with the full transcript of the conversation. This gives insight into what is happening between customers and chatbots.</li> <li>Goals: Adding LiveChat goals to bot scenarios makes it possible to collect information about successful purchases, satisfying support, and page views.</li> <li>Tags: Using tags to automatically label ongoing conversations based on their progression allows users to keep organized archives.</li> </ul> <p>The idea of expanding into the area of chatbots came from the natural observation of data. The Customer Service Report 2018 , that has been prepared by the company each year since 2015, uncovers that in 2017, businesses experienced an average of 10 572 monthly chats, compared to 9 763 in 2016. It means that there was a year-to-year increase of 8.29% in chat demand. Growing popularity of online communication has prompted companies to handle their customer issues even more effectively and LiveChat believes that chatbots are the best solution for that.</p> <p>There are a couple of ideas to incorporate chatbots into a LiveChat window.</p> <blockquote> <p>By using them you can say “hi’’ to your customers and at the same time filter spammy messages. What’s more, chatbots are able to automate your appointment booking systems. They can survey your customers and let you get to know them better, or, what we personally like the most, when your support team is offline or has a chat queue, bots are great in keeping your customers from waiting. In our case, bots that are implemented on the LiveChat website closed 36,886 cases without the need to transfer visitors to human agents.</p> <p>Dariusz Zabrzeński, Head of Research and Development at LiveChat</p> </blockquote> <p>The company’s integration competes in an increasingly crowded field of bots and chat services. Unlike several available bot platforms from the live chat providers, ChatBot can be used without the LiveChat subscription. Users can create chatbots for Facebook Messengers, Slack or use a customized chat widget for a website.</p> <p>ChatBot targets non-tech-savvy users, that’s why all its built-in features can be used without any programming. However, if you want to go crazy with your chatbots, an API documentation is for your disposal. ChatBot offers a profound tutorial and Academy in which creators explain all chatbot secrets and present valuable tips. It’s also possible to implement ready-to-use bots scenarios prepared by the company’s experts, e.g. Sales Bot, Lead Generation Bot or Welcome Bot.</p> <p><em>Boston, Massachusetts – 11/28/2018</em></p> </div></article><aside class="CompanyNewsSingle_aside__YQHsT"><div class="Share_shareContainer__rRlkd"><p>Share</p><ul><li><a target="_blank" rel="nofollow noopener noreferrer" href="https://twitter.com/intent/tweet?text=https://text.com/press/company-news/livechat-introduces-new-chatbot-capabilities/"><svg xmlns="http://www.w3.org/2000/svg" width="20" height="20" fill="none"><g clip-path="url(#a)"><path fill="currentColor" d="M11.903 8.464 19.348 0h-1.764l-6.465 7.35L5.955 0H0l7.808 11.114L0 19.99h1.764l6.828-7.761 5.452 7.76H20L11.902 8.465Zm-2.417 2.747-.791-1.106L2.4 1.299h2.71l5.08 7.107.791 1.106 6.604 9.238h-2.71l-5.389-7.538Z"></path></g><defs><clipPath id="a"><path fill="#fff" d="M0 0h20v20H0z"></path></clipPath></defs></svg></a></li><li><a target="_blank" rel="nofollow noopener 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The numbers presented indicate that companies are following almost the same path adopted a few years ago, and it’s rather bad news.","image":"https://res.cloudinary.com/dn1j6dpd7/image/upload/v1600078177/press/Company%20news/tinified/struggle_1.png"},{"id":"livechat-introduces-new-chatbot-capabilities","title":"LiveChat introduces new chatbot capabilities","date":"2018-11-28T14:45:27.347Z","category":["ChatBot"],"description":"The company announces that its major product has been enhanced with a comprehensive integration with ChatBot. It’s now easier than ever for the LiveChat users to sell, market and support their customers using bots.","image":"https://res.cloudinary.com/dn1j6dpd7/image/upload/v1597758284/press/Company%20news/chatbot_1.png"},{"id":"botengine-launches-academy-to-help-its-users-master-chatbots","title":"BotEngine launches Academy to help its users master chatbots","date":"2018-11-12T14:45:27.347Z","category":["ChatBot"],"description":"BotEngine’s users can now use a new section in the app that enables them to explore all the ins and outs of creating chatbots for any business scenario. It’s now easier than ever for a company to build a chatbot that fully meets its needs in a specific area of its business.","image":"https://res.cloudinary.com/dn1j6dpd7/image/upload/v1597758478/press/Company%20news/tinified/academy_1.png"},{"id":"livechat-launches-the-community-platform","title":"LiveChat launches the Community platform","date":"2018-10-25T14:45:27.347Z","category":["LiveChat"],"description":"Today LiveChat announces the launch of the Community platform. In this place, customers are able to connect with other users, experts and developers to find answers to their questions and share experiences. That is the next step in creating a platform around the LiveChat products.","image":"https://res.cloudinary.com/dn1j6dpd7/image/upload/v1597819200/press/Company%20news/tinified/community_1.png"},{"id":"livechat-is-bringing-its-chatbot-factory-out-of-beta","title":"LiveChat launches Users in ChatBot","date":"2018-03-14T14:45:27.347Z","category":["ChatBot"],"description":"BotEngine’s features portfolio has expanded to include rich messages, two types of matching system and API documentation. LiveChat has announced that it is still working to create the most comprehensive product of all chatbot factories.","image":"https://res.cloudinary.com/dn1j6dpd7/image/upload/v1597757760/press/Company%20news/tinified/users-chatbot.png"},{"id":"its-here-the-livechat-customer-service-report-2018","title":"It’s here! The LiveChat Customer Service Report 2018","date":"2018-01-25T14:45:27.347Z","category":["LiveChat"],"description":"More and more customers are willing to use live chat when contacting brands, but their general satisfaction rate has gone down slightly, the latest LiveChat Customer Service Report 2018 uncovers."},{"id":"livechat-named-bigcommerce-certified-partner","title":"LiveChat Named BigCommerce Certified Partner","date":"2017-10-27T14:45:27.347Z","category":["LiveChat"],"description":"LiveChat offers a chat application to help fast-growing businesses to stay in touch with their customers, anytime and anywhere, just as they have come to expect. "},{"id":"bots-come-to-live-as-livechat-integrates-botengine","title":"Bots come to ‘live’ as LiveChat integrates BotEngine","date":"2017-10-09T14:45:27.347Z","category":["ChatBot"],"description":"LiveChat has announced its integration with BotEngine, a chatbot platform. From now, each of over 21,000 companies already using the chat application is able to boost their customer service with bots with just one-click.","image":"https://res.cloudinary.com/dn1j6dpd7/image/fetch/v1588331125/https://kdev.io/by_timestamp/1587164002874/config/default/url/https://kdev.io/by_timestamp/1587164002874/config/default/url/https://success-cms.labs.livechatinc.com/app/uploads/2020/04/Support-your-business-with-chatbots.png"},{"id":"livechat-hits-20000-customers-in-150-countries","title":"LiveChat hits 20,000 customers in 150 countries","date":"2017-06-21T14:45:27.347Z","category":["LiveChat"],"description":"One of the most popular customer service software provider has reached a new milestone. LiveChat now has over 20,000 customers."}],"slug":"livechat-introduces-new-chatbot-capabilities","frontmatter":{"title":"LiveChat introduces new chatbot capabilities","date":"2018-11-28T14:45:27.347Z","category":["ChatBot"],"description":"The company announces that its major product has been enhanced with a comprehensive integration with ChatBot. It’s now easier than ever for the LiveChat users to sell, market and support their customers using bots.","image":"https://res.cloudinary.com/dn1j6dpd7/image/upload/v1597758284/press/Company%20news/chatbot_1.png"},"htmlContent":"\u003cp\u003eThe company announces that its major product has been enhanced with a comprehensive integration with \u003ca href=\"https://www.chatbot.com/\"\u003eChatBot\u003c/a\u003e. It’s now easier than ever for the \u003ca href=\"https://www.livechat.com/\"\u003eLiveChat\u003c/a\u003e users to sell, market and support their customers using bots.\u003c/p\u003e\n\u003cp\u003e\u003ca href=\"https://www.livechat.com/\"\u003eLiveChat\u003c/a\u003e, a customer service company founded in 2002, is extending its features portfolio to chatbots that are rich in images, buttons, cards and create limitless possibilities for companies to showcase their products or provide services. This new chapter for LiveChat product development was designed to improve the customer support experiences and to solve service issues more efficiently.\u003c/p\u003e\n\u003cp\u003eThe new bot’s capabilities were achieved with the integration between LiveChat and ChatBot – a bot factory and the company’s second solution. ChatBot, formerly BotEngine, was launched on the market over two years ago. The platform is focused on delivering a simple drag and drop interface and fast bot deployment.\u003c/p\u003e\n\u003cblockquote\u003e\n\u003cp\u003eSince the very beginning of the chatbot trend, we were completely sure that the conversational technology will transform business and totally change how companies communicate with their customers. It meant that we – as software providers – must be there. That’s why, two years ago, we bet on a chatbot framework development. Since the product became mature enough to meet more users’ requirements, we have intensified our work to integrate it deeper into LiveChat application and now we’re presenting our vision for how bots should operate within the chat application. Working on such an emerging technology, it’s obvious that we haven't yet said everything on this matter, same goes for our competitors.\u003c/p\u003e\n\u003cp\u003eDariusz Zabrzeński, Head of Research and Development at LiveChat\u003c/p\u003e\n\u003c/blockquote\u003e\n\u003cp\u003eThe portfolio of the new functionalities designed exclusively for the LiveChat – ChatBot integration includes:\u003c/p\u003e\n\u003cul\u003e\n\u003cli\u003eRich-messages: Bots can mix and match text, images, buttons, and quick replies in their conversations to show off products and services. That helps bots to send responses that are more personal and intuitive than plain text.\u003c/li\u003e\n\u003cli\u003eTransfer: If a task requires human's attention, it can be transferred from a chatbot to agents. What’s more, a user can also customize when the transfer occurs and decide what happens after working hours.\u003c/li\u003e\n\u003cli\u003eTicket: During a conversation, a bot can generate a ticket in the LiveChat application that can be further managed by the customer service team.\u003c/li\u003e\n\u003cli\u003eTranscript: Users can set a point of the bot’s story that will automatically send an email with the full transcript of the conversation. This gives insight into what is happening between customers and chatbots.\u003c/li\u003e\n\u003cli\u003eGoals: Adding LiveChat goals to bot scenarios makes it possible to collect information about successful purchases, satisfying support, and page views.\u003c/li\u003e\n\u003cli\u003eTags: Using tags to automatically label ongoing conversations based on their progression allows users to keep organized archives.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eThe idea of expanding into the area of chatbots came from the natural observation of data. The Customer Service Report 2018 , that has been prepared by the company each year since 2015, uncovers that in 2017, businesses experienced an average of 10 572 monthly chats, compared to 9 763 in 2016. It means that there was a year-to-year increase of 8.29% in chat demand. Growing popularity of online communication has prompted companies to handle their customer issues even more effectively and LiveChat believes that chatbots are the best solution for that.\u003c/p\u003e\n\u003cp\u003eThere are a couple of ideas to incorporate chatbots into a LiveChat window.\u003c/p\u003e\n\u003cblockquote\u003e\n\u003cp\u003eBy using them you can say “hi’’ to your customers and at the same time filter spammy messages. What’s more, chatbots are able to automate your appointment booking systems. They can survey your customers and let you get to know them better, or, what we personally like the most, when your support team is offline or has a chat queue, bots are great in keeping your customers from waiting. In our case, bots that are implemented on the LiveChat website closed 36,886 cases without the need to transfer visitors to human agents.\u003c/p\u003e\n\u003cp\u003eDariusz Zabrzeński, Head of Research and Development at LiveChat\u003c/p\u003e\n\u003c/blockquote\u003e\n\u003cp\u003eThe company’s integration competes in an increasingly crowded field of bots and chat services. Unlike several available bot platforms from the live chat providers, ChatBot can be used without the LiveChat subscription. Users can create chatbots for Facebook Messengers, Slack or use a customized chat widget for a website.\u003c/p\u003e\n\u003cp\u003eChatBot targets non-tech-savvy users, that’s why all its built-in features can be used without any programming. However, if you want to go crazy with your chatbots, an API documentation is for your disposal. ChatBot offers a profound tutorial and Academy in which creators explain all chatbot secrets and present valuable tips. It’s also possible to implement ready-to-use bots scenarios prepared by the company’s experts, e.g. Sales Bot, Lead Generation Bot or Welcome Bot.\u003c/p\u003e\n\u003cp\u003e\u003cem\u003eBoston, Massachusetts – 11/28/2018\u003c/em\u003e\u003c/p\u003e\n"},"__N_SSG":true},"page":"/press/company-news/[slug]","query":{"slug":"livechat-introduces-new-chatbot-capabilities"},"buildId":"qmX23QXVTxN3dIXh3sLTN","isFallback":false,"gsp":true,"scriptLoader":[]}</script></body></html>