How Tymely combines NLP and a human-in-the-loop approach to improve chatbot conversations

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Tymely, a chatbot provider, has raised $7 million in funding to enhance its AI technology and improve customer service. The company aims to address the issue of personalization in chatbot interactions by employing a human-in-the-loop approach. Tymely's AI-human hybrid technology allows brands to offer more human-like, empathetic, and precise email and chat support services.

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While chatbots provide fast and always-available customer service, they often struggle with personalized messaging and understanding nuanced industry-specific languages. Research has shown that customers value personalized experiences and expect chatbots to be able to solve complex issues. Furthermore, chatbots have a relatively low success rate in self-service, solving only 9% of queries without human intervention.

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Tymely aims to bridge the gap between current chatbot technology and optimal customer service by combining AI with human expertise. The company employs experts to review and correct AI inputs in real-time, enabling a high-resolution understanding of customer text and the generation of hyper-personalized and empathetic responses aligned with the brand's voice and policy.

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In addition to enhancing customer experience, Tymely's AI technology can improve the efficiency of contact centers, saving labor costs compared to outsourced centers. The company commits to service level agreements (SLAs) in minutes rather than hours.

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The funding round was led by venture capital firm Hetz Ventures and DESCOvery, the venture studio of the D. E. Shaw group. Tymely plans to utilize the funding to enhance its natural language understanding (NLU) technology and further improve its service offerings.

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Read more in Venture Beat

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