(NEW ORLEANS, April 27, 2020) Lucid, the leading programmatic research technology platform, today announced the release of its AI-powered Support Chat — a new 24/7 customer support functionality built into the Lucid Support Chat experience available within the Lucid Marketplace. As of April 27th, all Lucid Marketplace users can now leverage Support Chat to help find answers to their inquiries at any time, every day. While customers will still be able to reach a human agent, this new functionality will serve as the first-line of support for handling common requests and questions.
“The new reality for our customers amid the COVID-19 pandemic is that they are working from home and juggling more responsibilities than ever, which is disrupting their normal schedules and causing them to work – and need support – during off hours,” said James Snyder, Team Lead at Lucid Support. “With the AI-powered Lucid Support Chat, our customers can be automatically directed to the answers they need, when they need them. And the best part is, that it gets ‘smarter’ over time.”
Powered by Einstein AI from Salesforce, the Lucid Support Chat references a database of answers to common Lucid Marketplace questions to provide automated responses that allow Lucid to better scale its support efforts. Using cutting-edge artificial intelligence, Lucid Support Chat is able to better understand and tailor automatic support for specific customers over time, improving their overall experience.
“The world has shifted – in today’s environment, companies need to respond to a greater number of customers at once and deliver support on their customers’ terms,” said Bulent Cinarkaya, SVP of Product Management, Salesforce Service Cloud . “ Leveraging Salesforce’s automation and AI capabilities, Lucid will be able to handle a higher volume of inquiries, resolve customers’ questions faster than ever before, and allow their agents to focus on more complex service cases.”
All Lucid Marketplace users now have access to both this functionality, and live Lucid Support Agents. “Our goal is to continue to offer best-in-class experiences for our customers as we scale,” said Nik Heintzen, Executive Director of Lucid Platform Operations. “While the AI-powered Support Chat is now our first line of support, customers will still have the option to work directly with our customer support team.”
Lucid is a programmatic research technology platform that provides access to first-party survey data in over 100 countries. With its global community of sample buyers and suppliers, the Lucid Marketplace enables anyone, in any industry, to ask questions of online audiences and find the answers they need – fast. Founded in 2010, Lucid is headquartered in New Orleans, LA with offices throughout North America, EMEA, and APAC.
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