Just like humans, AI is not perfect and can make mistakes.
However, Thankful minimizes the risk of inappropriate or wrong responses to almost 0 through our integration with your brand’s policies and procedures. These brand guardrails help us respond to customers and we leverage ChatGPT to help rephrase them based on nuance, empathy, and understanding.
Thankful’s best-in-class AI models were designed for e-commerce and retail brands. This drives our ability to respond correctly and when coupled with generative AI, this empowers us to solve customer issues and respond with 99.9% accuracy.
Thankful isn’t a helpdesk. Thankful acts as a virtual SuperAgent resolving over 50 types of customer queries within your current helpdesk.
Thankful integrates with your existing helpdesk and communicates with your E-commerce engine and business processing tools in order to be able to receive, understand and take action on tickets.
Unlike a chatbot, Thankful uses best-in-class natural language processing (NLP) to better understand what your customers want and deliver a human-like experience to fully resolve their requests through all text-based channels. Never forgetting a customer, product, or process, Thankful provides tailored responses and consistent service.
Yes, Thankful is able to fully resolve all the transactional problems customers submit, enabling your human agents to focus on more particular customer queries and provide a more meaningful experience.
No catch, we do what we say we do and have the case studies to prove it. And there are no hidden costs either.
Thankful works with all text-based channels including email, SMS, and chat.
Thankful works with leading E-commerce brands in all kinds of sectors: beauty, apparel, shoes, and subscription-based companies to name a few. We also work with SaaS companies.
If your company receives at least 5,000 customer service tickets per month, then we’re a good fit for you!
Thankful combines Deep Learning from millions of tickets to understand your customers just as well as your best human agents. Our vast dataset helps us know the difference between highly similar actions, and we natively understand unclear language from end-customers, including slang and misspelling. We go beyond surface-level intents like "Cancel Subscription" to understand reasons, motivations and mood.
Once Thankful understands what a customer wants, we take action. Thankful uses expert systems designed by the world's best ecommerce teams to deliver amazing customer journeys every time. Thankful integrates into your backend systems to process returns and exchanges, add notes to helpdesk tickets, and more. Thankful consistently enforces your policies while perfectly reflecting your brand identity and flagging potential fraud. We work directly in your helpdesk just like a human agent. The process for your agents remains the same.
Thankful does not use keyword detection. Our machine learning systems have studied millions of tickets to learn how people speak naturally and what they truly mean. Keyword detection results in extremely poor user experiences for a large percentage of real customer requests, since detecting keywords loses all nuance. For instance, Thankful is smart enough to know that "I don't want to return this, but I do need a smaller size" is an exchange, not a return, whereas keyword detection gets this wrong every time.
Our machine learning systems also learn automatically over time. We're constantly learning from your tickets and improving to uniquely understand your customers, products, and processes.
We use NLP models built from the ground up, specifically for ecommerce, to fully resolve the top 50 actions for any brand. Our shared training model enables us to understand your customers with over 99% accuracy on day one. As new training is added, Thankful continues to improve every day. Our expert training team understands the nuance in your business and builds models tailored for you.
Great question. It depends on how complex your processes are, but most integrations take about 15 minutes.
We understand that your resources are limited, so we do the heavy lifting. Most integrations require no resources. To see our full process, click here.
Deployment can be completed as fast as two weeks.
Nothing - we take care of that on our end.