Using live chat and virtual customer assistants leads to happier customers and more engaged agents.
Today’s customer wants to connect on messaging channels, just like they do in their personal lives. This gives brands a chance to engage on the same level as a friend. Virtual agents improve customer support with 24/7 messaging accessibility and quick resolution to simple questions and problems or route customers to the right live chat agent. The "better together" approach to messaging support includes live chat and virtual assistants to automate repetitive task (like FAQs) and supports agents - working together, they deliver top notch customer care.
Virtual agents can support internal users as well, acting as assistants and trainers to customer support and sales agents. Using AI and machine learning, virtual agents supply live chat agents with timely information to help customers and act as an intelligent interface to the company knowledge management wiki. Agents can hit the ground running, with less training, saving time and cost. With information at their fingertips, productivity increases, and agents can close out more queries (and sales).
Streamline training & resolve questions faster
Create better experiences with lower customer effort
Automate repetitive tasks & support multiple customers at the same time
Integrated messaging platform supports messaging and cross channel engagement
Built on a foundation of messaging, AI, and machine learning, virtual agents support people on both sides of the customer service equation. Click through on the infographic to see how virtual agents are used on the entire journey.
Lionel Bodin, Director of Digital Transformation