Zendesk Suite
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Great chatbot solution and cooperation
What do you like best about the product?
I have worked with Ultimate.ai since 2017 when we set-up our first chatbot. One of the criteria behind our choice was that the chatbot was able to support multiple languages especially Finnish. It was all new to us, but we received good instructions and support from Ultimate throughout the pilot. There was no need for a heavy implementation project.
Creating and fine-tuning content for the chatbot went well and the chatbot pilot met our expectations though the timeline was tight. Even though Ultimate.ai was a new vendor for me, I felt confident that they would do their part. Their team was very agile and focused on the key tasks at hand. Cooperation was smooth and we received replies promptly.
Creating and fine-tuning content for the chatbot went well and the chatbot pilot met our expectations though the timeline was tight. Even though Ultimate.ai was a new vendor for me, I felt confident that they would do their part. Their team was very agile and focused on the key tasks at hand. Cooperation was smooth and we received replies promptly.
What do you dislike about the product?
I have been happy with the cooperation with Ultimate.ai and the platform. Some reporting and analytics functionalities could maybe still be fine-tuned.
What problems is the product solving and how is that benefiting you?
We could still internally better utilize the analytics functionalities to fine-tune our chatbot content. We could also boost the use of predefined answer suggestions for customer service agents during chat conversations.
Chatbot enables us to assist our customers outside the opening hours of our customer service. We can also tackle simple and repetitive customer questions using the chatbot and focus our customer service resources to more complex cases.
Chatbot enables us to assist our customers outside the opening hours of our customer service. We can also tackle simple and repetitive customer questions using the chatbot and focus our customer service resources to more complex cases.
Easy to use and great support from Ultimate AI
What do you like best about the product?
We created our Chatbot together with Dennis Karell and he is the best for sure, always happy and professional and providing us the support we need.
The chatbot is easy to built, it's not rocket science.
The chatbot is easy to built, it's not rocket science.
What do you dislike about the product?
Maybe that you need two different answers depending on the opening hours, it would be "nice to have" if you can build in the same dialog but just change settings in the dialog which answer it will give during "this" time.
What problems is the product solving and how is that benefiting you?
Our chatbot helps us answer our most common questions and gives our customers an easy and fast way to get help.
Good chat bot solution
What do you like best about the product?
he dashboard is easy to handle and you can customize and adapt your dialogs quickly. The support of Ultimate.ai is amazing because they are always reachable and provide us with suggestions for optimizations.
What do you dislike about the product?
However it must be mentioned that it is a huge effort to phrase and maintain expressions for each contact reason. Ultimate.ai supports you but most of the work need to be done by yourself.
What problems is the product solving and how is that benefiting you?
We are still in a test phase (and therefore only answer standard requests) but the bot has been performing very good since the first day.
Recommendations to others considering the product:
We have been working with Ultimate.ai since end of 2019.
We are still in a test phase (and therefore only answer standard requests) but the bot has been performing very good since the first day.
The dashboard is easy to handle and you can customize and adapt your dialogs quickly. The support of Ultimate.ai is amazing because they are always reachable and provide us with suggestions for optimizations.
However it must be mentioned that it is a huge effort to phrase and maintain expressions for each contact reason. Ultimate.ai supports you but most of the work need to be done by yourself.
We are looking forward to integrating our chat bot into further onlineshops and an ongoing great cooperation with Ultimate.ai!
We are still in a test phase (and therefore only answer standard requests) but the bot has been performing very good since the first day.
The dashboard is easy to handle and you can customize and adapt your dialogs quickly. The support of Ultimate.ai is amazing because they are always reachable and provide us with suggestions for optimizations.
However it must be mentioned that it is a huge effort to phrase and maintain expressions for each contact reason. Ultimate.ai supports you but most of the work need to be done by yourself.
We are looking forward to integrating our chat bot into further onlineshops and an ongoing great cooperation with Ultimate.ai!
Zendesk - The most Zen like experience at your desk
What do you like best about the product?
The ability to receive all of your customers inquiries in one spot. Whether you are using one platform or multiple platforms you can centralize all of your client correspondence.
What do you dislike about the product?
If you are not on top of all of your correspondences it can get a little messy in there.
What problems is the product solving and how is that benefiting you?
We have heavy client contact whether they are reporting damaged goods or just inquiring in the purchase of a new product. Zendesk allows for us to receive all of our messages in location giving us the ability to address all questions in a timely manner.
Works perfectly in our Zendesk ecosystem
What do you like best about the product?
We use Zendesk for our customer support and needed an automation / chatbot tool that could resolve our repetitive tickets. ultimate.ai was really easy to set up in Zendesk and works with a lot of our Zendesk functionalities like tagging and analytics. We added Zendesk Chat as a new channel and use the ultimate.ai chatbot as our first level support. We’re happy with the results and are planning to expand automation to our Zendesk Support for the email tickets coming from our webform.
What do you dislike about the product?
Nothing really! So far everything has been smooth working with ultimate.ai. They are extremely supportive if we have any questions and help share tips on how to increase our deflection and make our conversational experiences better.
What problems is the product solving and how is that benefiting you?
Our chatbot automates almost 40% of all of our Zendesk Chats. It also automatically tags our chats and collects case information which makes managing our support a lot easier. We’re super happy with the product and looking forward to adding email.
Would Recommend
What do you like best about the product?
Very simple to use. It's fully integrated which makes it simple and reduces the number of systems running.
What do you dislike about the product?
Reporting can be a little frustrating. They are working to improve it however its hard to gather some information from one page.
What problems is the product solving and how is that benefiting you?
Reducing the number of systems and making sure the customers get taken care of in a timely manner.
Chatbot as being part of our customer service
What do you like best about the product?
Collaboration has worked well and we have got great support from Ultimate.ai during our ongoing chatbot journey. Dashboard is easy to use and Ultimate has the capability to perceive our needs from our industry's perspective.
What do you dislike about the product?
Following and reporting the performance of chatbot requires manual work. In addition, would be useful to have a closer look at the performance of certain intent and validate if the performance has improved after changes made in the content. Also, few small details that could be enhanced e.g. exporting the content.
What problems is the product solving and how is that benefiting you?
Making chatbot as part of our customer service. Trying to improve the performance of chatbot so that customer service agents can concentrate on serving customers with more complicate issues.
Great solution
What do you like best about the product?
Their dashboard is so intuitive and easy to use. Training the bot is very simple, they also have a feature proposing untrained expressions related to some intent, very helpful.
Excellent Customer service! Team from Ultimate.ai were always there offering the best support and finding proper solutions according to our needs. Working with Ultimate.ai team has been fantastic!
Excellent Customer service! Team from Ultimate.ai were always there offering the best support and finding proper solutions according to our needs. Working with Ultimate.ai team has been fantastic!
What do you dislike about the product?
Changing the current content for an existing dialog, sometimes you have to rebuild the dialogue from the beginning.
What problems is the product solving and how is that benefiting you?
Achieving customer satisfaction has always been the key priority of our business and we are delighted by the results we’ve achieved with ultimate.ai. By implementing customer service automation, were able to decrease wait times in chat and 38.5% of incoming chats are handle by our chatbot without a human agent intervening. Suggested responses help the agents resolve cases faster now.
Easy to read and versatile portal
What do you like best about the product?
I think the pages are easy to navigate and there is a wealth of data regarding the functionality of the content
What do you dislike about the product?
When updating a dialog, it would be more user-friendly if you could start making changes to the top without having to delete the entire dialog. Also it would be nice if the bot had GIFs.
What problems is the product solving and how is that benefiting you?
Bot solves many simple customer problems without burdening customer service with contacts. Also Customer Self-Service has speeded up working in the chat.
Recommendations to others considering the product:
Ultimate.ai is user-friendly environment! The more time you can spent on development, the more it benefits.
Good chatbot solution
What do you like best about the product?
The software interface is intuitive and clear. It is easy to train the bot and update bot replies.
I especially like the analytics part for the chatbot. We can analyze the chat conversations and understand what information our customers are looking for. This helps us to understand our customers' needs better and what we should improve on our site.
Ultimate's team is working closely with us and we are in contact every week. That's very good that we get help and ideas from them.
I especially like the analytics part for the chatbot. We can analyze the chat conversations and understand what information our customers are looking for. This helps us to understand our customers' needs better and what we should improve on our site.
Ultimate's team is working closely with us and we are in contact every week. That's very good that we get help and ideas from them.
What do you dislike about the product?
There should be better filtering options when I want to analyze AI bot and suggestion tool separately.
In addition, the dialog builder could be more user-friendly (small editor window and no copying options at the moment). Luckily, Ultimate is improving the software all the time and surely these will be improved in the future.
In addition, the dialog builder could be more user-friendly (small editor window and no copying options at the moment). Luckily, Ultimate is improving the software all the time and surely these will be improved in the future.
What problems is the product solving and how is that benefiting you?
Our chatbot helps to decrease the queue to our customer service.
In addition, we can direct customers directly to the right website or read instructions. This way, they can find help faster on our site.
In addition, we can direct customers directly to the right website or read instructions. This way, they can find help faster on our site.
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