# ViaSay Reviews **Vendor:** ViaSay **Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) **Average Rating:** 4.6/5.0 **Total Reviews:** 50 ## About ViaSay Provide simple and efficient customer interactions with ViaSay's chatbot and conversational AI platform. ViaSay helps customer service teams overcome common challenges, allowing them to automate large volumes of customer requests, eliminate time-consuming processes, and optimize their use of human resources. From basic FAQs to complex transactions, we help companies build their customer service automation strategy, from simple to sophisticated, allowing for maximum automation of customer interactions and lowest total cost of ownership. ## ViaSay Pros & Cons **What users like:** - Users value the **exceptional customer support** of ViaSay, with proactive assistance and tailored training from dedicated account managers. (1 reviews) - Users find ViaSay to be **straightforward and easy to use** , which enhances their overall experience significantly. (1 reviews) - Users value the **efficiency** of ViaSay, appreciating its straightforward usage and exceptional support for new users. (1 reviews) - Users value the **excellent support** from Laiye, appreciating proactive assistance and training for a smooth experience. (1 reviews) - Users commend the **exceptional support** from Laiye, highlighting proactive assistance and valuable training for enhanced user experience. (1 reviews) - Simple (1 reviews) - Training (1 reviews) - Usability (1 reviews) **What users dislike:** - Users find **AI limitations** in ViaSay can hinder their ability to build complex use cases without help. (1 reviews) - Users find that **advanced flow management requires assistance** , though recent updates have improved usability and support. (1 reviews) - Users find the **learning curve challenging** , but improvements in the flow builder have made it more accessible. (1 reviews) - Users experience **team dependency issues** when altering or building use cases, though support is often available. (1 reviews) ## ViaSay Reviews ### 1. Working with Laiye is a true pleasure **Rating:** 4.5/5.0 stars **Reviewed by:** Elien D. | Enterprise (> 1000 emp.) **Reviewed Date:** April 03, 2023 **What do you like best about ViaSay?** Laiye excels in the support you receive: our account manager is always ready to assist us with any questions and to set up training and new use cases. Improvements are proposed proactively based on precise analyses that are discussed in recurrent meetings. If you are a starter, this support is of immense value. The platform is straightforward and easy to use. **What do you dislike about ViaSay?** Altering or building use cases in the advanced flow builder requires assistance. However, our account manager was always able to assist in these cases, and Laiye has recently implemented a flow builder 2.0 that makes building use cases much more intuitive and accessible to any user. This point has thus been tackled in the meantime. **What problems is ViaSay solving and how is that benefiting you?** Laiye helps us lowering our Service Centre phone calls by leading customers to the correct information on our website. In case no relevant answer can be found, or human assistance is required, the bot can hand over the conversation to an agent to help the customer within the chat window. ### 2. Excellent BOT to improve our customer service **Rating:** 5.0/5.0 stars **Reviewed by:** María Dolores L. | Coordinadora de servicio al cliente, Mid-Market (51-1000 emp.) **Reviewed Date:** December 21, 2021 **What do you like best about ViaSay?** The support received! Not only for the implementation of the bot on the web but also for all the post-launch follow-up. A team completely willing to provide us with ideas and solutions for the development of the bot, allowing us to achieve the best results. **What do you dislike about ViaSay?** I have no negative comments about the platform! Adding a history of changes made to the use cases could be useful if several agents work on the platform, but we are very satisfied with the platform. **What problems is ViaSay solving and how is that benefiting you?** Reduce the number of contacts we receive in Customer Service; Improve our service and response time, being able to provide a solution at the moment and offering support to our customer 24 hours with accessible information for most inquiries/complaints. ### 3. We successfully implemented our ChatBot! New contact channel available 24 hours a day, 365 days a year. **Rating:** 5.0/5.0 stars **Reviewed by:** Maria Florencia F. | Gerente de Customer Service, Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2021 **What do you like best about ViaSay?** To be able to provide all our customers with a new contact channel, available 24 hours a day, 365 days a year, helping to give each of our passengers the freedom to fly in a fast, efficient, and intelligent way. **What do you dislike about ViaSay?** Everything is positive, it is very simple and easy to use **Recommendations to others considering ViaSay:** Excellent product! **What problems is ViaSay solving and how is that benefiting you?** Being able to provide online and simultaneous support to all users browsing our website, helping to reduce costs and response times in the customer service area, making the entire process more efficient and providing a better experience for users. ### 4. Great collaboration ! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** December 14, 2021 **What do you like best about ViaSay?** The availability of the teams to always support us and educate us at the same time to become more and more autonomous on the platform. Their competencies and friendly communication. **What do you dislike about ViaSay?** Nothing to say about the teams, the training on the platform is challenging depending on the profile you have in your teams but it is totally possible to be autonomous after some weeks of exercise! **What problems is ViaSay solving and how is that benefiting you?** We are reducing our incoming customer contact on questions with low added value and are able to digitalize and personalize the immediate answers we give to our clients thanks to the bot on our website. ### 5. Simple and fast interaction **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Restaurants | Small-Business (50 or fewer emp.) **Reviewed Date:** June 19, 2022 **What do you like best about ViaSay?** It's simple, fast and helpful. Easy to use and user-friendly. **What do you dislike about ViaSay?** Sometimes it takes time to load and GUI is not so attractive. **Recommendations to others considering ViaSay:** Easy, User-friendly to use. **What problems is ViaSay solving and how is that benefiting you?** It helps to solve the basic level issues with the customers. ### 6. Great tool, but missing intuitive UX and some important features **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Enterprise (> 1000 emp.) **Reviewed Date:** October 11, 2021 **What do you like best about ViaSay?** Ability to quickly set up/edit a basic use case. It has a nice, understandable view. **What do you dislike about ViaSay?** - No overview of the whole flow: you don't know what links to a particular use case and can't click through to another use case. You see everything separately so it's hard to keep track of it and improve the experience for the user. You can't do conversation design without seeing the whole conversation. We have to use a different tool for mapping. - Not possible to track changes: there's no log, so we don't know what was changed and when (or by whom). We can't revert it and can't see whether the change helped. - Not intuitive: it's hard to navigate through the platform without the training. And the advanced use case is unnecessarily complicated, showing a different view in Answers, having multiple names (intent vs use case), etc. - Labeling: it's not the best, more people can't work on it at the same time and it's hard to find the use cases as it uses different naming (from the intents?). It would be better to pick how many cases do I want or so. Also, you can't label directly in/from the Conversations — that would be useful. - CSAT is not customizable: it's very general (doesn't ask about the particular answer so it's not useful), and pops up from the bottom which—according to research—our users find annoying. We had to disable it. What about using a similar approach to popular messaging apps and having an option to choose a thumbs up/down emoji directly on the bot's message? People are used to it. **Recommendations to others considering ViaSay:** The tool's been of great help and works if you can design your flows outside of the platform. **What problems is ViaSay solving and how is that benefiting you?** - Conversation designer/writer can work in Mindsay on their own. No need for developers to do everything. - It's quick. **Official Response from Bonnie Scott Bailly:** > Thanks for your detailed feedback. Please don’t hesitate to contact support@mindsay.com to be sure your issues and/or feedbacks are handled most efficiently. To address your concerns: - Increasing our flow builder capabilities and flexibility is a key focus of our product roadmap for the coming months. You’ll be able to build more advanced flows soon. - Our mission is to enable simple and efficient customer interactions. It's great to get your perspective on our build interfaces and we'll take it into account. - For the labelling, you should be able to label with different labellers at the same time. They just need to make sure they don’t work on the same intents. Please reach support@mindsay.com for more details. - We're sorry to hear about your CSAT concerns. CSAT is widely used by our clients to improve their chatbots. We would be happy to discuss your concerns and solutions in more detail. Please book a time that works for you with ilias, Chief Product Officer: ilias.mindsay.com/30min At anytime, please don’t hesitate to send your feedbacks on our product to support@mindsay.com. Thank you! ### 7. Smooth Chatbot Platform Use **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2021 **What do you like best about ViaSay?** The platform is perfect for someone who's new to training bots and the team is helpful! We use this with Zendesk and the connection right now is running smooth. **What do you dislike about ViaSay?** Everything works as it should, but there's lesser visibility on more chatbot analytics dashboard that could probably be helpful for us in the long run. **What problems is ViaSay solving and how is that benefiting you?** Definitely helped us out with the large volume of contacts - both on the ticket and chat! Imagine funneling 12k conversations in one month, with just 6 full-time agents in our support team. We can really leverage automating conversations nowadays! ### 8. A good chatbot management system **Rating:** 4.0/5.0 stars **Reviewed by:** Claire H. | Chef de projet digital / Scrum Master / Product Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** November 24, 2021 **What do you like best about ViaSay?** I really like the chatbot improvement system. **What do you dislike about ViaSay?** The complexity of the tool because I have not yet had the opportunity to create use cases and modify all the cases that have already been created. **What problems is ViaSay solving and how is that benefiting you?** Exchanges and training allow progress in mastering the tool. ### 9. Mindsay - a Great Partner for Chatbot Technology **Rating:** 5.0/5.0 stars **Reviewed by:** Snezhana B. | Digital & Social Channel Engagement & Data Insights Manager , Enterprise (> 1000 emp.) **Reviewed Date:** July 27, 2021 **What do you like best about ViaSay?** a small and very agile team, willing to find the most convenient solution for custom requests **What do you dislike about ViaSay?** the platform will benefit greatly if there is better traceability of all actions performed within it; a ticketing system for the submitted support requests will give the customer more confidence and easier follow up **Recommendations to others considering ViaSay:** A great platform **What problems is ViaSay solving and how is that benefiting you?** we handling customers requests, primarily FAQ; with the help of Mindsay bot we are decreasing call center traffic by automating all questions that don't need a human to deal with; our customers are getting quick and free support ### 10. Great choice when it comes to chatbot solutions **Rating:** 4.5/5.0 stars **Reviewed by:** David M. | Product manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 15, 2021 **What do you like best about ViaSay?** Easy to use interface, which makes the creation of a chatbot a lot simpler. Great, professional team on Mindsay's side. **What do you dislike about ViaSay?** The analytics section could have more filters and customization. **What problems is ViaSay solving and how is that benefiting you?** We are building a chatbot focused on resolving simpler, repetitive queries of our existing customers. We aim to decrease customer support costs while providing an excellent, personalized experience, but the project is still in its early stages to measure the ROI. ### 11. Great team to work with **Rating:** 4.5/5.0 stars **Reviewed by:** Lucia B. | Product Owner senior, Mid-Market (51-1000 emp.) **Reviewed Date:** December 15, 2021 **What do you like best about ViaSay?** They were very attentive throughout the entire implementation process of our chatbot **What do you dislike about ViaSay?** Nothing, it was a pleasure working with the Mindsay team! **What problems is ViaSay solving and how is that benefiting you?** A new communication channel with our users! ### 12. Great experience with a good trainer :) **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** November 25, 2021 **What do you like best about ViaSay?** A great training with Simon + available when you need him + easy-to-use platform **What do you dislike about ViaSay?** The coding part is not easy when you don't have training. **Recommendations to others considering ViaSay:** A user-friendly platform with caring trainers who are concerned about our skill development to become more autonomous with the chatbot :) **What problems is ViaSay solving and how is that benefiting you?** Receive fewer incoming calls at our call center located in Athens ### 13. A group of enthusiastic professionals with a strong customer focus **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Small-Business (50 or fewer emp.) **Reviewed Date:** July 28, 2021 **What do you like best about ViaSay?** Customer support on operational issues, quick response time, willingness to resolve problems together, openness to feedback and improvement ideas **What do you dislike about ViaSay?** The platform has certain limitations that you need to accept and adapt to (lack of change log and version tracking, manual process of moving new developments from test to prod instance). Certain parts of the platform (e.g. APIs) do not support differences between test and prod instances that makes the testing process difficult. The development process of new features, change requests can take quite long. **What problems is ViaSay solving and how is that benefiting you?** The chatbot provides customer service support mostly with frequently asked questions. It is still in the introduction phase, so it is hard to define the real benefits yet. ### 14. Comprehensive, logical UI. Great implementation and development support from Mindsay's team. **Rating:** 5.0/5.0 stars **Reviewed by:** Francis H. | Scheduling and Slots Manager, Enterprise (> 1000 emp.) **Reviewed Date:** January 28, 2021 **What do you like best about ViaSay?** How the platform is built and designed for CX automation and cost saving. Also great implementation and consultancy support from Mindsay team with a key focus on solving our issues. **What do you dislike about ViaSay?** Would be good to make available by default all prebuilt use cases and synonym word databases. **What problems is ViaSay solving and how is that benefiting you?** - Manuality around call center operations - Sudden high volume of user interactions (e.g.: in case a major airport shuts down in our network) - Want to achieve higher CSAT and generally a better service for our customers ### 15. it helps a lot our customers (and our customer support team) **Rating:** 4.5/5.0 stars **Reviewed by:** Ulysse A. | Product Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** March 11, 2021 **What do you like best about ViaSay?** The customer support bot enables our customers to get answers to their questions or to perform simple actions without opening a customer support ticket. They get their answer imediatly and customer support staff can focus on more complexe requests. **What do you dislike about ViaSay?** It is not easy to create new use cases without being trained to use the platform (but the training team is very skilled). **What problems is ViaSay solving and how is that benefiting you?** We offer a better experience to our customers by providing them instant support for simple questions. That helps to decrease contact per booking rate so that agents can focus on value-added tasks. ### 16. Very good interface, very good customer relations. It is easy to achieve what you want. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Small-Business (50 or fewer emp.) **Reviewed Date:** July 30, 2021 **What do you like best about ViaSay?** Permanent improvements, new ideas, and above all, the almost complete customization of the bot **What do you dislike about ViaSay?** Nothing in particular because since we have been working with you, there have only been improvements. **What problems is ViaSay solving and how is that benefiting you?** We were able to analyze more data and, above all, we were able to meet the new requirement of passengers to have a 24/7 presence on the site. ### 17. MindSay has awesome people to work with. Dedicated to the tool and the implementation phase ! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Mid-Market (51-1000 emp.) **Reviewed Date:** March 11, 2021 **What do you like best about ViaSay?** A dedicated team willing to help. The team is also available and reactive. The tool is good and evolutive! **What do you dislike about ViaSay?** As their tool is using AI, training the bot can sometimes be a bit "time-consuming" **Recommendations to others considering ViaSay:** Go for it! **What problems is ViaSay solving and how is that benefiting you?** Customers are not always redirected to the appropriate communication channel. Thanks to Mindsay's tool we are able to redirect customers to the most appropriate and reactive channel. Moreover, we are able to threat more use cases thanks to the integration with our operational tools ### 18. A Game Changer **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2021 **What do you like best about ViaSay?** The ease of use and ability to build with no technical expertise. **What do you dislike about ViaSay?** There can be delays in some cases in loading within the platform. **Recommendations to others considering ViaSay:** I would 100% recommend Mindsay. I can't suggest that I have experience using any other suppliers of this product but I can suggest that I will never need to as they do such a great job. **What problems is ViaSay solving and how is that benefiting you?** Decreases cost of employment and increases speed of response to our clients ### 19. A distinctive experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Mid-Market (51-1000 emp.) **Reviewed Date:** August 06, 2021 **What do you like best about ViaSay?** the support team and the proactivity they provide **What do you dislike about ViaSay?** I don't really dislike anything about Mindsay **What problems is ViaSay solving and how is that benefiting you?** a decrease of contact ratio, bot help customers to find answers by themselves ### 20. Regional Sales Manager **Rating:** 5.0/5.0 stars **Reviewed by:** Mohamed K. | Sales Manager, Enterprise (> 1000 emp.) **Reviewed Date:** January 27, 2021 **What do you like best about ViaSay?** Pretrained models and highly professional implementation and Delivery team, I found it very customer centric company. **What do you dislike about ViaSay?** Nothing I can say i dislike about my experience with Mindsay **Recommendations to others considering ViaSay:** Adding Arabic Language **What problems is ViaSay solving and how is that benefiting you?** Delivering functional projects During optimum time ### 21. Going beyond and extra mile. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Enterprise (> 1000 emp.) **Reviewed Date:** March 10, 2021 **What do you like best about ViaSay?** Our cooperation is very smooth and we work together seamlessly. The platform is perfectly scalable and reliable. Any request is managed quickly and the situation is handled exquisitely. We also really appreciate Mindsay agility and much focus on customer success. **What do you dislike about ViaSay?** Nothing at this point came to our attention as an improvement area. **What problems is ViaSay solving and how is that benefiting you?** The more customers we need to serve, the more flexible we need to be. We are introducing new channels like chat and continuously broadening the languages our passengers can choose to reach out to our customer service. ### 22. trustworthy and reactive partner **Rating:** 5.0/5.0 stars **Reviewed by:** Céline L. | Digital officer, Mid-Market (51-1000 emp.) **Reviewed Date:** January 21, 2021 **What do you like best about ViaSay?** super reactive team, ready to explore new functionalities **What do you dislike about ViaSay?** some features might be usefull for further developments but are currently in discussion :) **What problems is ViaSay solving and how is that benefiting you?** Mindsay helped us face a large amount of client's contacts in an innovative way ### 23. Great support team and business implication **Rating:** 4.0/5.0 stars **Reviewed by:** Florent T. | Responsable de la relation client, Mid-Market (51-1000 emp.) **Reviewed Date:** October 08, 2020 **What do you like best about ViaSay?** availability of the team to response to our strategy and always look forwards improving the bot according to our needs. Their tool is quite mature and efficient to eliminate the most frequent demands **What do you dislike about ViaSay?** overview of the tool to be the most autonomous in managing and supervising content, but currently steps defined to work in this way **What problems is ViaSay solving and how is that benefiting you?** - Reduce the number of support requests handled by agents - Push more ancillary services, like parking reservations or flight destination - Provide automated 24/7 customer support ### 24. Reactive and professional team with an innovative solution **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** October 22, 2020 **What do you like best about ViaSay?** I appreciate the autonomy when working on the Mindsay platform. There are a lot of things we can do directly, thus avoiding countless emails and misunderstanding regarding what we want. For example we can modify the text in the chat ourselves , allowing us to be extra reactive in unexpected situations. And the Mindsay team is also very reactive and always here to help. **What do you dislike about ViaSay?** The "Issues" section could be slightly improved in order to facilitate the following up of bugs. **What problems is ViaSay solving and how is that benefiting you?** Mindsay helps us to inform our customers in an instant and interactive manner. It reduces the number of contacts towards our Customer Service Team. ### 25. all good ! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2021 **What do you like best about ViaSay?** - support team - features - mindsay s platform **What do you dislike about ViaSay?** the training platform should be in french too. **What problems is ViaSay solving and how is that benefiting you?** we decreased the contact rate, we help our customer to give them the correct answer quicker ### 26. Simple, flexible way to reduce customer enquires **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2020 **What do you like best about ViaSay?** The platform is simple and flexible allowing us to automate complex customer servicing queries. There are new features being released constantly which are easy to implement and use. **What do you dislike about ViaSay?** The platform was not as self-service as we would have liked from day one but Mindsay have continued to make it operate a platform where you can manage your own intents, content and implementation **What problems is ViaSay solving and how is that benefiting you?** We're trying to resolve the volume of claims that come into our contact centre for missing loyalty points. Most of these claims have the same or very similar outcomes which have been really simple to automate. We've seen an over 20% reduction in contacts coming into our contact centre. ### 27. A great partner **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Enterprise (> 1000 emp.) **Reviewed Date:** May 27, 2020 **What do you like best about ViaSay?** Their team is always open to feedback and to improving their product in order to help us achieve our goals. Their platform was able to resist COVID-19 pressure, with a +300% growth overnight. **What do you dislike about ViaSay?** The platform is quite “young”, so they know they have many opportunities to improve some areas (for example, analytics). Good news, they are already working on all those areas. **Recommendations to others considering ViaSay:** Great UI and conversational interface. Better for english-speaking and french markets today, as their algorithm needs to improve in order to perform better in other languages. **What problems is ViaSay solving and how is that benefiting you?** We are automatizing all our customer service through our bots. From doing check-in of your flights, consulting your flight status or requesting a voucher. We are focused on creating self-serve use cases that allow our clients manage their bookings by themselves. This way, we are reducing call center costs, as well as improving customer satisfaction. Also, it’s been a critical tool for us during COVID-19, as we were able to respond to the crisis in a massive way. ### 28. Awesome solution for awesome bots ! **Rating:** 4.5/5.0 stars **Reviewed by:** Simon T. | Team Leader & Manager - Bot factory, Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2020 **What do you like best about ViaSay?** Mindsay's application is very easy to handle and aims users to be able to create bots in total autonomy. And Mindsay's teams is very reactive and attentive about questions or suggestions from their clients. Consultants can use this solution to implement a conversational intelligence as well as developers, product owners, ... **What do you dislike about ViaSay?** Some connectors are missing (MS Teams for example) and some others are not very easy to integrate (Zendesk). But Mindsay's team is working on this points. **What problems is ViaSay solving and how is that benefiting you?** Mindsay helped use to create very quickly chatbots, without have to do code. This solution seduces our clients because they are able to update by themself their chatbots. ### 29. Great and efficient work on chat-bot **Rating:** 5.0/5.0 stars **Reviewed by:** Pernille V. | Director, Products and Sales Optimization, Mid-Market (51-1000 emp.) **Reviewed Date:** June 19, 2020 **What do you like best about ViaSay?** Good business understanding, focused team, delivering within all deadlines, great communication. **What do you dislike about ViaSay?** Can't add anything based on our last project, all went well. **What problems is ViaSay solving and how is that benefiting you?** developed chat-bot to assist our travelers, first version on topics around COVID-19, second version much more extensive delivering DIY options for ticket changes and cancellations + trivial questions around check in, luggage etc. Too early to describe benefits, but expectations are higher degree of efficiency and - most important - happy customers as they get instant answers to a lot of questions and avoid waiting time. ### 30. A great partnership **Rating:** 5.0/5.0 stars **Reviewed by:** Hippolyte T. | Product Owner, Enterprise (> 1000 emp.) **Reviewed Date:** November 28, 2019 **What do you like best about ViaSay?** Mindsay is a tremendous company to work with. RATP has been working with them since 2017, we were one of their first clients and so far it has been and amazing collaboration. They helped us build our first chatbot. The result was beyond expectation, so we made them build another one. Then RATP started looking into voicebot - so we asked Mindsay if they could work on Alexa. And no surprise, it worked fantastic. What started as a one-shot project that was supposed to last six months became a great trust partnership that has been going on for two years now. We are proud to work with Mindsay and would definitely recommend there expertise. **What do you dislike about ViaSay?** There is not much to dislike about Mindsay. We had the privilege to see the company grow since the last two years and we saw drastic improvements in terms of organization for instance. They are always pushing the boundaries on work efficiency and value proposition. **Recommendations to others considering ViaSay:** If you are looking into building a chatbot or voicebot - hesitate no more. Mindsay is the compagny to go for. **What problems is ViaSay solving and how is that benefiting you?** Actually we are not solving any problems with Mindsay. They have been accompanying us on our conversational strategy since 2017. As a public service company our goal is to bring our clients the best services possible and Mindsay helped us a great deal with that. **Official Response from Bonnie Scott Bailly:** > Hippolyte, Thank you so much taking the time to leave such a detailed review. We really appreciate it and hope that it will guide others in their choice of a conversational platform. Thanks again! Bonnie Bailly VP Marketing ### 31. Great product and great customer team **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Sports | Mid-Market (51-1000 emp.) **Reviewed Date:** February 28, 2020 **What do you like best about ViaSay?** We are the french ski resort of Val d'Isère, the chatbot of mindsay helps our customers to book skipass and to know things about the ski area (oppening, weather, avalanche risk...) . It's efficient and customer driven. The mindsay team is helpfull and very kind. We love working with them. The back Office of the tool is the best part : easy to use and perfect for analytics and insights. **What do you dislike about ViaSay?** Nothing so far to report about the limits of the tool **Recommendations to others considering ViaSay:** Start with few demands, and then see the analytics and add other features like we did **What problems is ViaSay solving and how is that benefiting you?** Mindsay helps our customers with easy demands, it allows us to spend more time helping customers to solve difficult issues. The perfect tool to save time and create satisfaction. There is less phone calls and a better purchase experience. ### 32. Working with Mindsay is growing with Mindsay **Rating:** 4.5/5.0 stars **Reviewed by:** Garry B. | Enterprise (> 1000 emp.) **Reviewed Date:** February 24, 2020 **What do you like best about ViaSay?** We have been working and growing with Mindsay for several years, and have seen improvements in our conversion performance on the bot, on the site navigation, and especially in terms of customer satisfaction. **What do you dislike about ViaSay?** For now, we don't have any issue to report! Continue lie, that Team! **Recommendations to others considering ViaSay:** Working with Mindsay is growing with Mindsay **What problems is ViaSay solving and how is that benefiting you?** Working on the improvement on our conversion performance, on our web site extension in several languages and continually learn how to better meet our customers expectations. ### 33. Among the best collaborations with a partner company **Rating:** 5.0/5.0 stars **Reviewed by:** Stephan K. | Customer Service Program Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 25, 2019 **What do you like best about ViaSay?** Mindsay have been most helpful with all our demands. They completely understand our business requirements, are open to trying out new ideas, are super fast in implementing changes or developing API connections and are proactive in proposing new approaches. Their conversational approach sets them apart from other competitors. I would highly recommend them to any company **What do you dislike about ViaSay?** Nothing really - apart from not being able to deploy their technology on other communication channels that we are using **Recommendations to others considering ViaSay:** The technology used by Mindsay puts them in a different league than other BOT vendors. Their natural language recognition and use is quite unique - especially when it comes to operating across several countries and languages **What problems is ViaSay solving and how is that benefiting you?** Redirecting customers so they are being helped faster. Lessening the input and backlog of our classic channels like phone, webforms or mail ### 34. Efficiency & agility **Rating:** 4.0/5.0 stars **Reviewed by:** Pierrick L. | Digital Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2019 **What do you like best about ViaSay?** Just launched the projet recently. We selected Mindsayfor its capability of providing flexible & efficient Chatbot technology for our business. Their agility process combined with their experience in similiar project of the sector and their clear understanding of the expectations such business & technology rules have allowed efficient discussions and setup phase. First weeks of usage show good interactions and performances levels with the BOT and their support is much appreciated **What do you dislike about ViaSay?** Company and their solution is growing & improving so some extended features will come soon. **What problems is ViaSay solving and how is that benefiting you?** We have choosen Minday's technology to answer on H24 quickly to passengers questions about their travel which can sometime be very specific to the airports business and needs real time connection (ex: flight status). **Official Response from Bonnie Scott Bailly:** > Pierrick, Thanks so much for taking the time to share your Mindsay experience so far. We look forward to hearing what you think of our new features. Bonnie Bailly VP Marketing ### 35. Reactivity and Expertise **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Enterprise (> 1000 emp.) **Reviewed Date:** May 28, 2020 **What do you like best about ViaSay?** Travel Industry’s focus and understanding, ease & simplicity of platform use, low training requirements. Great support and reactivity from a very talented and reliable team. **What do you dislike about ViaSay?** Nothing to complain about. Great product and awesome team! **What problems is ViaSay solving and how is that benefiting you?** Adding a ChatBot solution to our solution portfolio offering. Appeals to the widest customer base through ease of use and lower training requirements. ### 36. Mindsay's NLP platform review **Rating:** 5.0/5.0 stars **Reviewed by:** Gonzalo D. | Enterprise (> 1000 emp.) **Reviewed Date:** February 18, 2020 **What do you like best about ViaSay?** Experts in the Travel sector, with adaptability to their clients needs with a powerful technical team that offers great alternatives when developments are challenging. **What do you dislike about ViaSay?** High level analytics. I would like to see more granularity in their dashboards. **What problems is ViaSay solving and how is that benefiting you?** Thanks to Mindsay, Iberia is able to give its customers the chance to communicate with it through Whatsapp or the app in a automatic conversational way, solving key needs and questions. **Official Response from Bonnie Scott Bailly:** > Gonzalo, Thanks for taking the time to share your experience with Mindsay! We really appreciate your feedback and kind words. Bonnie Bailly VP Marketing ### 37. A good experience with a great BOT **Rating:** 4.0/5.0 stars **Reviewed by:** Léa H. | Chargée de Marketing Relationnel, Enterprise (> 1000 emp.) **Reviewed Date:** November 21, 2019 **What do you like best about ViaSay?** I liked to work with Mindsay for the ideas that the team bring every day to improve our chatbot. I like the vision of Mindsay and their ability to meet a challenge. **What do you dislike about ViaSay?** At first the chatbot plateform was very light but Mindsay had improve it very quickly and now there is a lot of possibility of using it. **What problems is ViaSay solving and how is that benefiting you?** We create a chatbot which is helpfull for our social care and all the teams who work with customers. We have a lot of benefits as : the chatbot works perfectly, a lot of new ideas to improve the understanding of the bot and a great interface to modify the chatbot live. **Official Response from Bonnie Scott Bailly:** > Lea, thanks very much for taking the time to share your experience working with Mindsay. We're happy to hear we're improving and adding value. Bonnie Bailly VP Marketing ### 38. Excellent service and valuable tool **Rating:** 5.0/5.0 stars **Reviewed by:** Wilfried R. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 14, 2020 **What do you like best about ViaSay?** The speed of reply and implementation of additional features is really good. The structured approach to implementing the chat and the clarity that is given is excellent. The kindness comes as the cherry on top. The tool itself is performing well and adds value for our customers. **What do you dislike about ViaSay?** Content management could be made more simple + the fact that we mention that it's built by Mindsay in our chat **What problems is ViaSay solving and how is that benefiting you?** We have reduced the volume of calls to our service center and been able to give a 24/7/365 service to our customers in 3 languages in a short time. **Official Response from Bonnie Scott Bailly:** > Wilfried, Thanks so much for taking the time to review Mindsay. Great to hear that we're reducing calls to your service center and providing nonstop service to your customers in 3 languages. Bonnie Bailly VP Marketing ### 39. An excellent collaboration **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Small-Business (50 or fewer emp.) **Reviewed Date:** February 27, 2020 **What do you like best about ViaSay?** Mindsay listens to us for all our needs. **What do you dislike about ViaSay?** Mindsay's dashboard was initially poorly organized. However, we have seen a marked improvement in it. Now, the Mindsay dashboard includes all the information needed to analyze the bot. **Recommendations to others considering ViaSay:** I recommend you use Mindsay. Mindsay is attentive to our needs and has always given us good advice. Their knowledge of chatbot is invaluable to us. **What problems is ViaSay solving and how is that benefiting you?** Mindsay has allowed us to reduce the volume of conversations on our social networks. We can now focus on issues with more value. ### 40. Easy & intuitive **Rating:** 4.5/5.0 stars **Reviewed by:** Marion S. | Digital Products Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** October 25, 2019 **What do you like best about ViaSay?** Mindsay is always looking to be on the state of the art. They do improvements on a daily basis and are really there to help their clients when needed. Furthermore, they are proactive and propose quick wins when they see what could be easily improved. **What do you dislike about ViaSay?** I could have written their dashboard but they just released the new version ;) **What problems is ViaSay solving and how is that benefiting you?** In my opinion, we do facilitate our clients' journey by helping them 24/7 in finding an answer they wouldn't want to/have the time to search on our website. People are less likely to call the Contact Center for a basic info they can find within the bot :). **Official Response from Bonnie Scott Bailly:** > Thank you for taking the time to leave a review, Marion! Glad you like the new dashboard. ### 41. Disneyland Paris Chatbot optimisation **Rating:** 4.0/5.0 stars **Reviewed by:** Maxime G. | Messaging project leader, Enterprise (> 1000 emp.) **Reviewed Date:** November 20, 2019 **What do you like best about ViaSay?** - Day to day technical and operational support - Our account manager pro-activity and reactivity - BOS platform (Reporting, editable chatbot Knowledge base, conversation issues tracking and correcting) - Highlight issues quickly and easily in production **What do you dislike about ViaSay?** - Discussion tree view validation (Project scoping phase) could be optimised - Knowledge base edition and update could be optimised **What problems is ViaSay solving and how is that benefiting you?** - Release our human agent from repetitive and low added value questions (now managed by our chatbot) - Assess conversational business potential - Assess push messages potential - Improve user experience on messaging touch point **Official Response from Bonnie Scott Bailly:** > Maxime, glad to hear we're adding value at Disneyland Paris. Thanks so much for taking the time to share your Mindsay experience. We appreciate it! Bonnie Bailly VP Marketing ### 42. A company that is always available for our needs **Rating:** 5.0/5.0 stars **Reviewed by:** Fanny B. | Chef de projet web & mobile, Small-Business (50 or fewer emp.) **Reviewed Date:** October 31, 2019 **What do you like best about ViaSay?** Mindsay let us have a chatbot responding exactly to our needs as a medium company. Also, it allows us to make evolutions that help us in commercial subject and customer service. **What do you dislike about ViaSay?** The dashboards were not easy-to-use these last months but a new version that helps us was released this month. **What problems is ViaSay solving and how is that benefiting you?** In my opinion, we facilitate our clients' journey by helping them 24/7 in finding answers when they don't have time to search the entire website. Also, we are convinced that the bot reduces the customer sending us form to get answer. **Official Response from Bonnie Scott Bailly:** > Fanny, thanks for taking the time to share your Mindsay experience! Great to hear that new dashboards are easier to use. We appreciate your feedback! ### 43. When a great team support a strong vision **Rating:** 5.0/5.0 stars **Reviewed by:** Régis P. | Product Incubation Director, Enterprise (> 1000 emp.) **Reviewed Date:** November 08, 2019 **What do you like best about ViaSay?** The founders team and how they manage to get surrounded by a skilled and reliable management. The strong business and technical vision which allow them to remain focused since early stages. **What do you dislike about ViaSay?** ot that much. Not saying everything is working perfectly, but when an obstacle arised we always solved it quickly. **What problems is ViaSay solving and how is that benefiting you?** We worked with them to explore Conversational commerce. We need to engage with our users on new channels offering relevant booking experience. ### 44. Air Caraïbes is very satisfied with using Mindsay solution **Rating:** 4.0/5.0 stars **Reviewed by:** Pascale G. | Responsable Web, Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2020 **What do you like best about ViaSay?** I like the technology based on IA. It enables us to learn from our clients behaviours and feed backs and enhance our website more often. **What do you dislike about ViaSay?** The tracking part is not OK for now (not as precised as the solution we used to have before). **What problems is ViaSay solving and how is that benefiting you?** Learning from our customers ### 45. Best chatbot in the travel industry **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Mid-Market (51-1000 emp.) **Reviewed Date:** October 23, 2019 **What do you like best about ViaSay?** Mindsay has a very good understanding of the travel industry. They are ready to provide quick issues solving, always open-minded and up for new challenges. I also like their ability to connect easily to other applications like Messenger or Zendesk. Definitely a good choice. **What do you dislike about ViaSay?** Nothing to dislike about Mindsay. I am looking forward to seeing the new dashboard! **What problems is ViaSay solving and how is that benefiting you?** Thanks to Mindsay we have been able to reduce the number of chats and emails send to the customer service. Bee-bot is able to answer most of common questions but also specific questions about our products and services. We also launched some use cases in order to increase ancillaries revenues and already have significant results. **Official Response from Bonnie Scott Bailly:** > Thanks so much for taking the time to share your thoughts about Mindsay! Please do check out our new dashboard. We'd love to know what you think! ### 46. A differentiating technical solution serving the digital customer relationship. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Transportation/Trucking/Railroad | Enterprise (> 1000 emp.) **Reviewed Date:** October 25, 2019 **What do you like best about ViaSay?** Mindsay has demonstrated its ability to develop an innovative solution by integrating the technical and regulatory constraints imposed by RATP teams. It has been able to offer proposals on blocking issues while keeping in mind the need to streamline the customer journey. During the project, the teams were available and reactive, a behavior that made it possible to meet the deadlines imposed. **What do you dislike about ViaSay?** Mindsay should offer customers more autonomy in visualizing certain quantitative and qualitative indicators to reduce time-consuming solicitations. **What problems is ViaSay solving and how is that benefiting you?** The features offered by the Mindsay solution allowed us to identify new customer needs, and influenced new information dissemination strategies on our media. ### 47. Not only a handler but a real partner ;) **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Mid-Market (51-1000 emp.) **Reviewed Date:** October 24, 2019 **What do you like best about ViaSay?** Great contact with the teams, they really listen to our needs and are able to propose things in adequation with our requests.We have found in Mindsay a real partner and not only a handler. **What do you dislike about ViaSay?** Not much really, they are really reactif, understanding and antisipating. **Recommendations to others considering ViaSay:** Mindsay is a real partner. They are proactive, listening to our needs and providing a great solution. **What problems is ViaSay solving and how is that benefiting you?** With Mindsay we are able to decrease our volumes of contacts within our call center. Also we are able to provide online sales via the chat bot, we are staying digitally up to date. **Official Response from Bonnie Scott Bailly:** > Great to hear Mindsay is allowing you to decrease the volume of contacts to your call center and drive more sales! Thanks so much for taking the time to leave a review! ### 48. Great bot to improve your customer service ! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Mid-Market (51-1000 emp.) **Reviewed Date:** October 24, 2019 **What do you like best about ViaSay?** The best for me is how this plug and play platform helped us to improve our customer service and support needs on any device in a very short time. This bot helped our passenger save a lot of time finding info on our portal. (The bot answers more than 85% of users’ requests automatically.) The AI gave our airline improvement in our sales strategies on the extra services we can now offer through the bot. **What do you dislike about ViaSay?** Honestly, very little. The "nice-to-haves" would be more documentation for new users **What problems is ViaSay solving and how is that benefiting you?** Very good solution to answer simple and repetitive questions, to cutting down wait times & improving efficiency. Users don't waste time on calls anymore. Very good to improve our extra services sales strategies. **Official Response from Bonnie Scott Bailly:** > Thanks for share your experience with Mindsay! Great to hear that your bot is answering more than 85% of requests automatcally. And rest assured that more documentation for new users is coming soon! ### 49. Great collaboration with Mindsay **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Enterprise (> 1000 emp.) **Reviewed Date:** November 20, 2019 **What do you like best about ViaSay?** The team is very determined and commited with all the projects. The support is great in all proposals, very open to new developments and improving the service provided to meet all expectations. **What do you dislike about ViaSay?** Nothing I would highlight, the collaboration has been great so far. **What problems is ViaSay solving and how is that benefiting you?** The projects delivered by Mindsay are of great help to fulfill our customers journey, and ease the pain points during their journey. **Official Response from Bonnie Scott Bailly:** > Great to hear that Mindsay is helping to fulfill your customers' journeys and easing their pain points. Thanks so much for taking the time to leave a review! Bonnie Bailly VP Marketing ### 50. Fast, easy and professionnel way to create a chatbot **Rating:** 4.5/5.0 stars **Reviewed by:** Anne-Sophie G. | Customer & Market Knowledge Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 31, 2019 **What do you like best about ViaSay?** The expertise, the win-win relation, the all in solution **What do you dislike about ViaSay?** Before, it was the project management and Dashboard analytics. **What problems is ViaSay solving and how is that benefiting you?** The lack of internal info and database. The improvment of our data **Official Response from Bonnie Scott Bailly:** > Thanks for your feedback, Anne-Sophie! Hopefully you've seen big improvements in project management and our new dashboards. Don't hesitate to reach out if you have any issues. ## ViaSay Discussions - [What is Mindsay used for?](https://www.g2.com/discussions/what-is-mindsay-used-for) - [View ViaSay pricing details and edition comparison](https://www.g2.com/products/viasay/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-23+01%3A45%3A14+-0500&secure%5Bsession_id%5D=f0b81952-fc82-4c48-80e0-a2c867ed1870&secure%5Btoken%5D=e41bb97a8c5123f193dce0c5badec19cdf3ba1797ac159b962f62549f5c52b50&format=llm_user) ## ViaSay Features **Messenger** - Sequencing - AI - Live Chat - Customization Interface **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Channels** - Social Media - Website - Text Message (SMS) - Voice Assistants - Other **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Platform** - Live chat - Integrations - Branding - Analytics - A/B testing - Role-based access - Collection of information **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Agentic AI - Bot Platforms** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Customers** - Targeting - Profiles - Analytics - Lead Gathering - Sales Conversion **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Conversational Marketing** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top ViaSay Alternatives - [Ada](https://www.g2.com/products/ada-support-inc-ada/reviews) - 4.6/5.0 (170 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,689 reviews) - [Drift](https://www.g2.com/products/drift/reviews) - 4.4/5.0 (1,204 reviews)