Local technology company ChatFlow Limited is aiming to improve the customer experience in Jamaican small and medium-sized enterprises (SMEs) using artificial intelligence.

“Despite Jamaica being a premier destination for BPOs, many of our SMEs still struggle to deliver efficient and excellent customer support. This paradox raises significant questions about resource allocation and support strategies within our local businesses,” Founder and CEO of ChatFlow Limited Michael Mullings said.

“ChatFlow is poised to disrupt and break the stigma surrounding this issue,” he continued.

Determined to decipher this paradox, the entrepreneur embarked on creating an AI-powered customer support platform to enhance the customer experience for start-ups and SMEs in Jamaica and the Caribbean.

Trained in engineering, Mullings holds a Bachelor of Science in Electrical and a Master of Science in Engineering Management — both from Arizona State University in the United States. He also leaned on the experience he garnered as an associate manager at Sutherland Global and a senior business analyst at Smart Mobile Solutions Jamaica Ltd.

Having recently launched the platform, ChatFlow hails the new technology as revolutionary and meticulously designed.

“The groundbreaking platform automates routine tasks, offers real-time, personalised support, and provides valuable data-driven insights to significantly improve operational efficiency and customer satisfaction,” ChatFlow explained to Our Today in response to enquiries on the product.  

By eliminating queues and reducing wait times, the platform ensures the timely resolution of customer queries. This leads to enhanced customer engagement and a 95 per cent improvement in Customer Satisfaction (CSAT) scores.

According to the company, ChatFlow automates repetitive tasks, thus reducing operational costs by 36 per cent per employee and allowing businesses to allocate resources more effectively. Furthermore, real-time analytics provide valuable insights into customer behaviour, enabling informed decision-making and strategy refinement.

“We designed ChatFlow to bridge the customer support gap in the region, providing an affordable, scalable solution that drives growth and efficiency,” Mullings shared.

“Our platform offers AI-driven chatbots that reduce response times, eliminate queues, and enhance customer satisfaction in the digital channel. By automating routine tasks, we enable businesses to focus on more complex activities, leading to increased efficiency and productivity,” he added.

Because of its scalability, ChatFlow is adaptable to businesses of all sizes and supports growth without compromising performance. The platform has an advanced sentiment analysis engine and natural language processing features to ensure personalised and effective interactions that significantly improve the customer experience.

By automating customer support, ChatFlow reduces overhead costs associated with traditional support models, optimising budget allocation, and return on investment (ROI).