Artificial intelligence is being employed by many chatbots, but Helpshift is now out with what it says is the first AI specifically built and optimized for digital customer service. The San Francisco-based firm's new SensAI is being used to power three new offerings for its conversational platform, which is centered around a knowledge base of brand info plus text-based messaging communications with customers. Founded in 2011, Helpshift provides B2C customer support for mobile web, apps and website chat. Although the platform has previously used AI on a limited basis, this is its first widespread use.

Artificial intelligence is being employed by many chatbots, but Helpshift is now out with what it says is the first AI specifically built and optimized for digital customer service. The San Francisco-based firm's new SensAI is being used to power three new offerings for its conversational platform, which is centered around a knowledge base of brand info plus text-based messaging communications with customers. Founded in 2011, Helpshift provides B2C customer support for mobile web, apps and website chat. Although the platform has previously used AI on a limited basis, this is its first widespread use. A new feature called Predict enables the auto-routing of textually-communicated issues to the right agent, which might be guided by such additional info as whether the customer is high-value.