LogMeIn goes for AI gold with Bold360 virtual assistant
Massachusetts-based software provider LogMeIn has unveiled a new artificial intelligence (AI) powered Bold360 product portfolio to bring chatbots and human agents together.
The firm’s plan is to use both self-service and agent-assisted engagement channels. With its Bold360 customer engagement platform, it now offers Bold360 ai, a chatbot and virtual customer assistant to make service “more engaging and intuitive”.
Some of the features include AI-powered agent assist, which automatically handles routine customer interactions “freeing agents up to focus on more complex or high-value work”; and intelligent self-service for search and FAQs.
In addition, Bold360 can integrate with business systems – such as Salesforce and Zendesk – to provide information into the agent interface, without needing to toggle between applications.
The company says this development follows on from last year’s acquisition of Nanorep, a chatbot and virtual assistant firm, for $45 million.
LogMeIn is headquartered in Boston with additional locations in North America, Europe, Asia and Australia.
