Ivy Chatbot does an excellent job of answering our customers' questions based on our large customer support knowledge base. With over 2000 KB articles, we need a generative AI chatbot to help customers find the answers to their questions. Ivy Chatbot consistently answers 86% of our customers' questions, with the remaining 14% directed to a live agent. Ivy's customer support team has worked with us to customize our chatbot and integrate it with our ticketing system. Ivy's customer support is excellent. At our request, they have done additional work to improve their web accessibility. Ivy's new reports provide extensive metrics that allow us to analyze what questions our customers are asking. Based on that data, we can adjust our website to tailor it to our customers' needs. Review collected by and hosted on G2.com.

Ivy needed to do some additional work to meet web accessibility standards, especially regarding keyboard navigation. However, their customer support team worked with us to address these issues. Review collected by and hosted on G2.com.

Very responsive. Can do a lot with it. Possibilities seem endless once you get going. Review collected by and hosted on G2.com.

Hard to navigate a bit. Feel like I spend most of my time looking for what I need. Could be cleaner from a user perspective. Review collected by and hosted on G2.com.

Amazing customer support and ease of use Review collected by and hosted on G2.com.

There really is no negatives from my perspective other than the random responses sometimes gathered from users interacting with our chatbot. Review collected by and hosted on G2.com.

It is always available to provide answers and collect feedback even when humans are not. For a small school like ours having a bot to handle some of our basic inquiries and answer questions has been a great help. Review collected by and hosted on G2.com.

It was easy to set up and start building the answers we needed. It's more advanced than just a list of decision trees and continues to learn as it is trained. Review collected by and hosted on G2.com.

It's easy enough for non-tech people to navigate that I've been able to almost fully hand-off day-to-day operations to business staff. It has been well adapted due to easy of use. Review collected by and hosted on G2.com.

Managing the more nebulous aspects behind the scenes, like the "understood questions" and more technical bot brain structure stuff can at times be somewhat complex. Everything with the chatbot is either very simple or very complicated, with little in-between. I expect this will improve over time based on my experience with Ivy. Regardless of the learning curve of managing the more complicated parts of the back-end, Ivy staff have been tremendously helpful with resolving any issues that we've had. Review collected by and hosted on G2.com.

What is most useful of IvyQuantum is the active website crawling and NLP capabilities. It makes it easier for the chatbot to be managed than other systems. It also allows for better automation and communication for the prospective/inquiring student pathway. Students are easily directed to sources that could potentially be useful to them. Review collected by and hosted on G2.com.

Sometimes it does not feel very accurate. There are cases when it gets stumped more frequently than expected. I feel like accuracy could be improved or a better context adaptation could be displayed. That would make the journey much more useful for the user. Review collected by and hosted on G2.com.

I enjoy the easy of access for the Ivy Admin webpage and all of the options for customization on the Admin side Review collected by and hosted on G2.com.

I dislike how much information is needed to train the Chatbot, and the amount of behind the scenes editing that needs to occur for accurate responses Review collected by and hosted on G2.com.

Reps might not always have all the answers immediately, but they are caring and responsive Review collected by and hosted on G2.com.

The complexity; it's not especially intuitive for admins Review collected by and hosted on G2.com.

Not only does Ivy have a stellar customer support team, the ease of implementation is promising. Review collected by and hosted on G2.com.

The only downside I can think of so far is from a higher ed perspective, many of our departments have overlap in their webpages, which could make cost a big deciding factor for some departments. Review collected by and hosted on G2.com.

Seemeless Implementation and Seemless upkeep Review collected by and hosted on G2.com.

Currently we have not found anything that we dont like Review collected by and hosted on G2.com.