What this is for
Somebody stuck on your website will not go looking for a phone number. Chat picks the question up where it arises.
It runs in the same client as calls and email. Your people do not switch windows and do not lose track of a case.
The difference
The bot takes the opening and hands over with the history — the customer repeats nothing.
Without
The bot gets stuck. The customer lands in a queue and explains everything again.
With
The agent takes over with history and captured data and carries on where the bot stopped.
What the module does
In the same client
Chat alongside calls and email, without switching programs.
Chatbot
The system answers standard questions on its own.
Handover
With the history and everything already captured.
Translation
In real time, in both directions.
Where it sits in the flow
- ArrivalCall, chat, email, fax
- RecogniseRead request and data
- DecideSettle or hand over
- HandleAn agent takes over
- ReviewTrace and plan
Technical details
- Distribution
- By skill, as with calls
- Automation
- Chatbot with handover
- Deployment
- On premises or data centre
- Integration
- CRM, ERP, database
