Chatbot & Live Chat

Personalised & consistent customer-first experiences

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Enhance Customer Engagement
with Accordia’s Chatbot and Live Chat

Accordia’s Chatbot and Live Chat help to automate Customer Experience with smooth conversational marketing, converting inquiries to sales and increasing customer satisfaction. Accordia Chatbot is truly developed by Accordia Global in Malaysia with international software standards to ensure quality, scalability, and efficiency. Infused Accordia Chatbot into your business provides seamless engagement with the necessary tools to offer real-time support on websites, messaging services, and social media.

Customers expect 24-hour service for an instant response. By 2025, AI is at the forefront of 95% customer interactions whereby live telephone and online conversations leave customers unable to detect the bot. Consumers prefer the use of AI chatbots to interact with brands. Businesses that have yet to adopt live chat or chatbots are at risk of being left behind by their competitors.

Capture Leads Across
All Channels (Omnichannel)

Engage customers seamlessly across preferred channels to boost conversions. Convert conversations into personalized interactions from messaging apps, live chat, email, and voice channels to build trust.

Empower Agents
with Smart Insights

Empower your customer service team with smart insights and seamless chatbot integration across channels for enhanced customer satisfaction. Accordia enables data-driven decisions and real-time monitoring of agents’ performance and workload.

Simple Chats,
Instant Connections

Enhance interactions with FAQs and personalized engagement tools—all within one platform. Use our AI-powered chatbot, Accordia ACE, to showcase offerings and nurture relationships instantly.

Seamlessly Integrate Chatbot
and Live Chat into Your CRM

Utilize our AI-powered chatbot, Accordia ACE, to detect questions and sentiments, providing personalized responses. Train AI to match your brand’s tone and style for effective customer engagement.

Unlock the Full Package

Transform Your Customer Service with Accordia OMNI

Although great conversations are key in customer service, there are even more ways to boost productivity.

Unlock the full potential of customer service with Accordia OMNI—a comprehensive solution covering Voice, Chat, Desk, and Social channels.
Experience seamless and exceptional customer interactions, empowering collaboration, ticket management, and efficient issue resolution.

Tailor Accordia OMNI to your needs. Whether you require one channel or multiple integrations,
our customizable software seamlessly integrates with your sales and marketing workflows.

Explore Accordia Omni

Secure and Trustworthy Solutions for Your Needs

Trust in our proven security, stability, and support.
We are certified with ISO 27001 and hold Malaysia Digital status for
innovation, offering a reliable and cutting-edge solution you can count on.

Discover Our Data Security Standards

Do you have a question or need assistance with Accordia products?
Our friendly customer support team is ready to assist you.
Reach out to us anytime for personalized help and guidance.

Contact our Support Team

Chatbot & Live Chat for Customer Support.
Get a Whatsapp Chatbot with us!

Chatbot acts as the first line of defense on your communication channels, while Live Chat takes its place to resolve more complex with the element of human interaction.
As businesses are diving into an omnichannel customer experience, integrating the WhatsApp channel into your customer support is ideal!
Leveraging the WhatsApp Business API , we facilitate effortless communication with a broad audience, saving time for both businesses and consumers.
According to ServiceXRG’s findings, the average call deflection rate is 23%.
This means that chatbots are successfully handling customer inquiries, reducing the need for phone calls and improving overall efficiency.

Get Whatsapp Chatbot Whatsapp call deflection

Automate Your Growth with Accordia Chatbot

Supercharge Your Customer Engagement

What to Expect:

Engage in a personalized 20-minute session with an Accordia Chatbot expert
Explore our intuitive interface and powerful tools.
Enjoy a risk-free experience. We’re here to answer all your questions with no obligations.

Book a Demo

Equal Width Table Columns

Key Differences Between Live Chat and Chatbots

Live chat	Features	Chatbots
Enhances engagement and personalization.	Human Interaction	Provides automated responses with limited personalization.
Typically available during business hours or scheduled times.	Availability	Always-on, offering 24/7 sales and support assistance.
Varies based on agent availability and workload.	Response Time	Immediate, with responses generated in seconds.
Limited by the size of the support team available.	Scalability	Highly scalable, automatically handling any volume of interactions simultaneously.
Higher due to the requirement for human agents.	Cost	Lower, as it reduces the need for a large support staff.
Can effectively manage complex and subtle queries.	Complexity of Queries Handled	Best suited for common and predefined queries; may struggle with complex issues.
Can integrate with social media, email, and instant messaging in a single omnichannel dashboard for direct human support.	Integration	Can interact with users through various chat interfaces such as Facebook Messenger, WhatsApp, or a live chat widget.
High, with the ability to adapt to customer tone and needs in real-time.	Personalization	Limited, based on preset scripts and AI capabilities.
Increases brand trust and credibility.	Perception	Provides consistent and reliable support, enhancing customer satisfaction with instant responses.
Leverages real-time customer interactions for upselling and cross-selling.	Sales Enhancement	Leverages automated interactions to identify and act on upselling and cross-selling opportunities, increasing revenue potential.

Accordia Chatbot Types- Which is best for your business?

FAQ / Menu Based

Most basic type of chatbot
Choose from several options in the form of buttons
To answer FAQs or replicate phone customer service menus

Keyword Recognition /
Rules Based

Identify keywords or phrase and match them with pre-loaded response
Apply if/then logic- the order of the questions, words synonym and more

AI / Machine Learning

Use machine learning
Employ Natural Processing Language (NLP) to understand inputs (misspell, slang, etc)
Conversational and human-like experience (store data of every conversation or orders and learn user behavior)

Find out more

Is AI the GPS or the Driver in Your Customer Journey?

Think of your customer experience like a fun road trip. People are the travelers, bringing uniqueness and depth to the adventure. Meanwhile, AI is like the trusty GPS navigation system – it helps smooth out the ride and keeps things moving forward.

But just like relying too much on GPS can sometimes make you miss out on scenic routes, some companies go overboard with AI, forgetting the human touch that makes the journey memorable. It’s all about finding that sweet spot between tech and human warmth to make the trip truly enjoyable.

Now, you might be wondering whether your customers prefer chatting with bots or humans. Well, according to Gartner, by 2027, chatbots are predicted to become the primary channel for customer service in a quarter of all businesses. 80% of consumers say they’re cool with chatting with a bot, as long as they can easily switch to a real person when they need to (Simplr).

But when it comes to the big moments of the trip – like navigating technical hurdles, sorting out finances, or getting medical advice – most people still want that friendly human touch. Because let’s face it, nothing beats a warm smile or a caring voice when you’re navigating the bumps in the road.

So, while AI can be a handy travel buddy on this journey, let’s not forget the magic ingredient that makes the adventure truly unforgettable: genuine human connection.

The best solution marries the best of both worlds :
A customer support chatbot with live chat takeover.

Chatbot or Live Chat?
5 Key Considerations to Think About Before You Choose

Should I prioritize quick responses and provide 24/7 service to my customers?

For 24/7 support and handling large volumes of routine queries, a chatbot is an ideal solution to reduce wait times to zero and deliver immediate responses, enhancing customer service. However, if you have a low volume of tickets requiring high human intervention, using a rotation of live chat agents can provide personalized support at any time of the day.
In online business, every second can make or break a sale. Chatbots offer a crucial advantage in capturing and retaining customer interest.

Do my customers primarily need assistance with specific products or general inquiries?

While chatbots offer faster responses and scalability, many customers still value the personal touch of human interaction due to the inability of chatbots to replicate human emotions and empathy. Customers often prioritize being heard over immediate problem-solving.

If your company primarily deals with technical issues or has a lean support team managing growing ticket volumes, a chatbot can handle routine queries and escalate complex issues to human agents. Conversely, if your support team is well-staffed and consistently manages complex issues, live chat is the best option for personalized customer interactions.

Do I have the time, resources, and budget to hire and train live chat agents?

If you need to handle a high volume of repetitive requests, a chatbot may be the more budget-friendly option. While live chat agents require salaries or hourly rates, along with costs for live chat software and training, chatbots can be more cost-effective for scaling up support operations rapidly, especially without requiring extensive customization. However, it's essential to consider your specific needs and customization requirements before deciding between chatbots and live chat.

How can I leverage customer insights to design chatbots that effectively meet their needs compared to using live chat?

Both live chat and chatbots enhance customer service and integrate well with CRM systems, help desk software, and sales tools. Chat software should initiate sessions based on website behavior and use automated greetings and canned responses to save time. For live chat with agents, prioritize solutions with quick replies and ticketing capabilities. Chatbots should support marketing automation, social media integrations, and third-party app connectivity, such as CRM platforms.

For consistent customer service across channels, live chat offers versatility by supporting web, mobile app, and social media messaging through a unified platform. Choose between live chat and chatbots based on your needs for customer insights and service quality.

Which is easier to implement and use: chatbots or live chat?

Both live chat and chatbots are easy to implement and use, with setup possible in just a few seconds. Live chat software requires no coding, and our team can help you quickly integrate it into your website. Both tools can connect with CRM systems and ticketing software.