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Bottomline adds AI-enabled in-product support with Drift 

Bottomline Technologies has announced that it has added AI-enabled chat inside its payment solutions in a move designed to make signing up and accessing support easier for its Paymode-X and PTX customers.

By leveraging capabilities from Drift, a conversational marketing platform, Bottomline says it is assisting its Paymode-X and PTX customers intelligently and in real-time. In North America, AI-enabled chat will be used to provide live support for businesses enrolling to be paid electronically by virtual card and ACH through Paymode-X. In Europe, Bottomline’s PTX customers will receive live customer support from within the solution itself even during off-hours, eliminating the need to wait for next day help.

“By providing AI-driven chat support, we’re interacting with customers in the way they have grown accustomed to in their consumer lives, addressing questions in real-time, and accelerating business results,” said Bill Wardwell, VP of Strategy & Product, Bottomline Technologies.

Drift is typically used by B2B companies to start sales conversations with website visitors. The tool’s use of AI is designed to ensure that the right conversation can happen at any time and customers are always able to get the answers they need. 

Bottomline initially launched Drift through its website in July 2018 as a way to engage with customers. Since launching the application, Drift has driven nearly 7,000 chats. Both Bottomline’s Paymode-X and PTX reach hundreds of thousands of businesses in both North American and Europe.

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