What do users say about Chatbase?

People contact us when something is broken and a generic FAQ answer is not enough to help them. Especially quickly. We created procedures by device and error state, with actions that check service status and account pairing. Visual images show each troubleshooting step and update as the user completes it.

If the issue still fails, they are routed to our tech team with a ticket that includes the model, app version, diagnostics, and steps attempted already. That has made our technical support team very happy. Review collected by and hosted on G2.com.

The more detailed the workflow becomes, the more maintenance it needs. Firmware releases can change the troubleshooting path, so we need to re-update all the documentation. But I don't know what the alternative solution would be. Review collected by and hosted on G2.com.

The content is highly inconsistent. A new season starts and people start asking about rewards, passes, missing items, and event regulations. We lack enough support staff to deal with that, so Chatbase takes in the simple queries, along with event guidelines. We have used widgets to explain the reward tracks and account-safe status cards as players get it quickly rather than reading texts. In addition, these actions and procedures will be helpful for handling the missing purchase complaints since agents can collect platform, receipt, item, and timestamp details. Review collected by and hosted on G2.com.

AI phrases are highly noticeable in gaming communities. We had to spend time adjusting the voice such that it doesn’t sound like corporate support dressing up in a gamer outfit. However, I really admire the flexibility of the platform that allows us to achieve this. Review collected by and hosted on G2.com.

While we have one bot in multiple hotels, the replies must be adjusted to the hotel-specific amenities and policies. Thankfully, Chatbase has proven itself flexible enough to handle that. In addition, the customer is able to view their booking details, restaurant hours, spa availability, and even information on transportation in the form of interactive cards rather than searching for the relevant information in their pre-arrival email, which they never read. When another team member takes control of the conversation, the customer remains in the same conversation while the new colleague gets the entire context. Review collected by and hosted on G2.com.

I would be interested in having some hotel-specific templates related to service recovery, upgrades, and group bookings. Review collected by and hosted on G2.com.

Residents don’t think about departments. They say, "Why wasn’t my garbage collected?" or "Do I need a permit for that?" to whatever email address they may have. Chatbase allows residents to ask a single starting point and pull from information on all of the public works, licensing, recreation, and bylaws pages. We rely on the request procedure to allow the agent to get the address, confirm the service requested, and direct the request appropriately. It’s much more reliable than leaving it up to the AI to invent its own municipal process and respond from general information. Review collected by and hosted on G2.com.

The agent is only as good as its source information, and thus the rollout took more work on the content cleanup side than some stakeholders anticipated. I would also like to see better native version control for time-sensitive public notices and an easy way to create a document of the source information used in the response. Review collected by and hosted on G2.com.

The residents do not care about departments. They simply ask, 'Why did you miss my garbage?' or 'What permits do I need?' to whomever they have the email of. Chatbase allows the residents to begin their inquiry and gather information from various pages, including public works, licensing, recreation, and bylaws.

We use our standard processes to handle service request inquiries, so that the agent gets the location, clarifies the service requested, and then routes the inquiry accordingly. This is far safer than letting the AI devise a municipal process out of its own accord and answer based on general information. Review collected by and hosted on G2.com.

The agent is only as reliable as the source material, so rollout took even more cleanup effort from some stakeholders than anticipated. I also want better version controls within the chatbot to allow for time-sensitive public notice postings and easy publication of the exact sources for a response audit report. Review collected by and hosted on G2.com.

It was the Helpdesk that became the feature which we valued most in our operations team. It allows to receive buyer questions from the website, questions from sellers via email, and messages via social media. Combining both AI and human tickets together simplifies the handover process because there is always a nice summary with the attachment of the conversation. Saved views and assignments allow to differentiate between buyer delivery issues and seller verification ones without using two different support tools. Review collected by and hosted on G2.com.

Marketplace tickets can become very complicated in a short time period. There should be some granular permissions on who can see the seller's finances information and how the SLA reporting by ticket types will be performed. The basic workflow is good enough, but larger organizations will need workforce management features for sure. Review collected by and hosted on G2.com.

While we have a lot of information, it is scattered on district pages, school pages, PDF documents, and year-to-year calendars. Chatbase allows us to give families a more intuitive way of accessing that information. The biggest benefit we've received from the Chatbase platform has been multilingual support for transportation information, registration information, meal programs, and school closure announcements. Backstage will be helpful in identifying issues families have in each school so we can address the content issue as well as any errors in the AI's response to those families. Review collected by and hosted on G2.com.

School level analytics that allow for comparison would be helpful. Review collected by and hosted on G2.com.

But we do not want AI to make the moderation decisions – it can help to optimize the reporting experience. Our flow describes the policy in question, gathers content URL and report category, checks for any immediate concerns related to personal safety, and directs the issue to the right person. Helpdesk summaries are valuable since the sensitive issues are frequently reported as lengthy emotional conversations. The reviewers receive the factual summary without losing access to the original wording. Review collected by and hosted on G2.com.

This use case is an extremely conservative case of escalation. We would appreciate your help regarding sampling of procedure failures and false reassurance cases, not just the resolution. Review collected by and hosted on G2.com.

Our products are pricey and customers ask very detailed questions about them. We designed a comparison widget that lets customers see two dining tables next to each other which is easier to scan than the full-length response. Plus, it transfers the conversation to the design advisor who has to make a human recommendation at that point. Review collected by and hosted on G2.com.

The visual-based approach to product discovery could be better. The widget cards are nice, but I wish our customers could further fine-tune the style of the room recommendation through the conversation in more visual ways. Maybe we can leverage AI to generate mock-ups of the customers' rooms with the products in them. Review collected by and hosted on G2.com.

The multi-language support that we offer and similar inquiries that come to us via web chat, e-mail, and social media channels have been unified by the fact that one agent answers all of them. Travel packages offered by the AI widget builder have proven to be helpful. They can incorporate such details as opening dates, links, maps, and accessibility issues into an easy-to-understand presentation. Review collected by and hosted on G2.com.

Travel-related information is prone to change due to various reasons, such as closures and seasonal operation of some facilities. Information provided by some rural operators is not compatible with automation. Review collected by and hosted on G2.com.