Chatwoot

What is Chatwoot?

Chatwoot is an open-source AI-powered customer support platform designed to enhance the customer support experience without compromising user experience. It distinguishes between support requests and simple questions using AI, resulting in a more efficient support system. The platform provides self-service tools for customers to find answers independently, reducing the workload on support teams and improving customer satisfaction and team efficiency. Chatwoot offers a universal search interface called Chat-GPT for customers to interact with articles and find information without contacting a support agent. Additionally, it prioritizes incoming conversations, provides natural language search capabilities, and offers smart compose for help center articles. Security is a priority, with support for self-hosted installations and compliance with regulations like GDPR, CPRA, and HIPAA. Users can seamlessly switch between various vendors or self-hosted Large Language Models to ensure data privacy and control .

Who created Chatwoot?

Chatwoot, an open-source AI-powered customer support platform, was launched on November 21, 2023. It was founded by a company named Chatwoot.ai. The platform aims to enhance the customer support experience through AI tools, self-service options, and prioritization of incoming conversations based on content. Chatwoot.ai prioritizes data security, supporting self-hosted installations and being SOC 2 Type II compliant. Users can seamlessly switch between various vendors or self-hosted Large Language Models for enhanced support while maintaining data privacy .

What is Chatwoot used for?

• Prioritize incoming conversations based on their content and route them to the appropriate teams
• Improve response times by identifying and resolving duplicate or similar conversations
• Provide label suggestions for conversation categorization
• Harness the power of AI with Natural Language Search for accurate search results
• Simplify the creation of help center articles with Smart Compose features
• Support self-hosted installations for data control and compliance with regulations
• Be SOC 2 Type II compliant for data security and trust
• Allow seamless switching between different vendors or self-hosted Large Language Models (LLMs)
• Enhance customer support experience while distinguishing between support requests and general questions
• Empower customers with self-service tools for finding answers independently

Who is Chatwoot for?

• Customer support teams

How to use Chatwoot?

To use Chatwoot effectively, follow these steps:

1. Prioritize Conversations: Sort incoming conversations by content and route them to the suitable teams based on context.

2. Intelligent Housekeeping: Identify and resolve duplicate or similar conversations swiftly for improved response times. Receive label suggestions for better conversation categorization.

3. Natural Language Search: Utilize AI-powered natural language search for finding relevant information even without using exact keywords.

4. Smart Compose for Articles: Simplify help center article creation with real-time predictive text suggestions to reduce errors and typos.

5. Security: Benefit from self-hosted installations, ensuring control over customer data and compliance with regulations like GDPR.

6. SOC 2 Type II Compliance: Chatwoot is proud to adhere to strict security measures to keep user data safe and secure.

7. Open-source, Self-hosted: Take charge of your data by self-hosting Chatwoot on your servers or with a cloud service provider, ensuring compliance with various regulations.

8. Seamless LLM Switching: Easily switch between different vendors or self-hosted Large Language Models (LLMs) for enhanced data privacy and control.

9. Empower Customers with Self-Service Tools: Provide tools for customers to find answers independently, reducing support team workload and boosting customer satisfaction.

10. Universal Search Interface: Implement a global Chat-GPT interface for customers to interact with articles and solve simple queries without contacting support.

11. Live Chat SDK: Ensure customers can reach the support team easily for immediate assistance using the live chat SDK.

12. Agent Productivity Tools: Use AI to get recommendations for replies, priority, labels, etc., based on conversation context, speeding up response times and enhancing accuracy.

13. Enhanced Communication Efficiency: AI suggests responses based on conversation context, improving communication efficiency and accuracy.

14. Auto Triage Conversations: Prioritize incoming conversations based on content and route them to appropriate teams swiftly.

15. Enhanced Security Measures: Chatwoot supports self-hosted installations and is SOC 2 Type II compliant, ensuring data safety and compliance with regulations.

16. Seamless Data Privacy: Easily switch between vendors or self-hosted Large Language Models to prioritize data privacy and control.

By following these steps, users can effectively utilize Chatwoot's features to enhance customer support and streamline communication processes.