Shane

Shane Lynn PhD is the CEO and a co-founder of EdgeTier. Shane is passionate about improving the performance of customer contact centres through the use of machine learning and data accessibility.

chatbot ai system can deflect customers with simple queries. NLP and button based chatbots are both possible.

Contact Deflection, Chatbots, and Customer Assistance

Customer contact deflection with chatbots; it’s the quintessential example of AI for a contact centre. The instant a customer first touches your contact centre presents an opportunity for engagement with an AI system. Most often, the aim is to deflect the customer through self-service of the inbound query.  Deflection is most often facilitated by interactive …

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