Paychex chatbot awarded for Best Use of Technology in Customer Service
ROCHESTER, N.Y., March 2, 2020 /PRNewswire/ — For the fourth consecutive year, Paychex, Inc., a leading provider of human resources, payroll, benefits, and insurance solutions, has won a Stevie Award® for Excellence in Customer Service. This year, a panel of judges selected Paychex Flex® Assistant, the company’s customer service chatbot, as a bronze winner for Best Use of Technology in Customer Service.
Presented annually, this year’s Stevie Awards competition yielded more than 2,600 nominations from organizations in 48 nations of all sizes and industries. Winners were evaluated and determined by the average scores of more than 180 professionals worldwide on seven specialized judging committees.
“Stevie Award winners from around the world should be very proud of their achievements,” said Michael Gallagher, Stevie Awards executive chairman. “The judges were impressed with the vast range of nominations submitted for 2020 and have agreed that their accomplishments are worthy of public recognition.”
Embedded in its Paychex Flex® application and always accessible, Paychex Flex Assistant debuted in December 2018. Flex Assistant is an NLP-powered (natural language processing) chatbot that is intuitive and familiar to users who are accustomed to Google searching for answers to any given question. The bot answers 200+ questions that cover the breadth and depth of the Paychex HCM suite. Where the bot differentiates from many on the market is that if the user requires additional information or would like a live person, they are seamlessly connected to a specialist in real-time – 24 hours a day, seven days a week, 365 days a year – to get the answer they need. In addition, with customer experience as the top priority, all bot transactions are visible to the live Paychex service specialist, eliminating the need for users to repeat their reason for chatting and avoiding a frustrating user experience.
“With a focus on creating, delivering, and enhancing valuable client-facing services that promote efficiency and self-service for our 670,000+ customers, Paychex has undergone a significant digital transformation over the last decade,” said Mike Gioja, Paychex SVP of IT and product development. “Our Paychex Flex Assistant is a strong example of that shift and would not have been possible without a tight and ongoing partnership between the IT and Paychex service teams. Our goal of any chatbot session is that it ends with a successful result and a satisfied customer – through the bot, live agent chat, or phone call – 24/7/365.
“Chatbots can be a powerful customer service tool that empowers customers, aids in discovery, and helps resolve common questions,” added Gioja. “However, they should augment the customer experience, not eliminate the human element. Paychex Flex Assistant brings users the perfect blend of customer service how they want it and a real-time human connection when they need it.”
Over the first two quarters of FY20, the Paychex Flex Assistant chatbot is successfully closing conversations more than 50 percent of the time.
Details about the Stevie Awards for Sales & Customer Service, as well as the full list of Stevie winners in all categories are available at stevieawards.com.
Paychex, Inc. (NASDAQ:PAYX) is a leading provider of integrated human capital management solutions for human resources, payroll, benefits, and insurance services. By combining its innovative software-as-a-service technology and mobility platform with dedicated, personal service, Paychex empowers small- and medium-sized business owners to focus on the growth and management of their business. Backed by more than 45 years of industry expertise, Paychex serves approximately 670,000 payroll clients as of May 31, 2019 across more than 100 locations in the U.S. and Europe, and pays one out of every 12 American private sector employees. Learn more about Paychex by visiting paychex.com and stay connected on Twitter and LinkedIn.
About The Stevie Awards
Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at http://www.StevieAwards.com.
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