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Tiledesk: No-Code Chatbot and Live Agent Handoff

Tiledesk is a no-code chatbot platform that allows businesses to design AI-powered chatbots and seamlessly integrate them with live agent support. Its primary focus is on creating a smooth transition between automated conversations and human agents, ensuring that customers receive the help they need in real-time. Tiledesk is ideal for companies looking for a cost-effective way to automate customer service while maintaining the option for live agent involvement when necessary.
  • AI Models and Tools
  • Ease of Use
  • Performance
  • Collaboration Features
  • Integrations
  • Custom Training
  • Support and Resources
  • Pricing
4.3/5Overall Score
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Pros
  • No-code chatbot builder: Easy for non-technical users to create and deploy chatbots.
  • Seamless live agent handoff: Smooth transition between chatbots and human agents when needed.
  • Multichannel support: Engages customers across web, mobile, and messaging platforms.
  • Open-source flexibility: Offers customization options for businesses with in-house developers.
Cons
  • Basic AI capabilities: Advanced AI customization requires developer intervention or integration with third-party tools.
  • Limited enterprise features: More suited for small to mid-sized businesses rather than large enterprises with complex needs.

Tiledesk Key Features:

  1. No-Code Chatbot Builder: Tiledesk offers a no-code interface that enables users to build and deploy custom chatbots without technical expertise.
    • Example: A business can create a chatbot that handles product inquiries, appointment scheduling, and order status checks using a drag-and-drop builder.
  2. Live Agent Handoff: Tiledesk ensures a seamless transition from chatbot to human agent when the AI detects that a customer’s inquiry requires more complex assistance.
    • Example: When a chatbot cannot resolve a technical issue, it seamlessly transfers the conversation to a human agent with the conversation history intact.
  3. Multichannel Support: Tiledesk supports omnichannel engagement, allowing businesses to manage customer conversations across websites, mobile apps, and messaging platforms like WhatsApp and Facebook Messenger.
    • Example: A customer who starts a conversation on a website chat can switch to WhatsApp, and the conversation will continue without interruption.
  4. Open Source and Customization: Tiledesk offers open-source components, allowing businesses to customize their chatbots and integrations beyond the platform’s default features.
    • Example: Developers can use Tiledesk’s API to integrate the chatbot with a CRM system or other business applications.
  5. Analytics and Insights: The platform provides analytics on customer conversations, chatbot performance, and agent productivity, helping businesses optimize their support workflows.
    • Example: Tiledesk identifies which chatbot responses lead to successful resolutions, helping businesses improve their automated flows.

Our Opinion On Tiledesk:

Tiledesk is an excellent platform for businesses that want to automate customer interactions with chatbots while maintaining the flexibility of live agent support. Its no-code chatbot builder makes it accessible to non-technical users, while its open-source components provide opportunities for advanced customization. Tiledesk’s affordability and multichannel support make it a strong choice for small to mid-sized businesses, though larger enterprises may require more advanced AI functionality.

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