All the benefits of chatbots and live agent interactions in a single solution.
Despite their efficiency, chatbots cannot fully replace human interaction. However, during peak periods β such as seasonal sales, promotions, or delivery delays β live support may struggle to handle the influx of requests.
This leads to a decline in service quality due to staff overload and human error. So how can you ensure automated processing of incoming messages while maintaining a high level of service?
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With ConnectiveOne, it's possible!
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Customer service through Live Chat, available via chat widgets or messengers, can be divided into three types: communication with an operator, a chat with a bot, or a hybrid format where bots and operators work together as a team. Here's a brief overview of the key advantages of each approach.
Your customers or website visitors can communicate in real time with a qualified representative from your team or an external specialist.
On the other hand, live communication between people is essential for solving complex situations, such as during technical support or when additional questions arise during discussions. This personal approach helps build trust in the company, which is especially important for certain business sectors, where it can be crucial.
In this case, the user interacts with an automated system that provides pre-configured responses (for example, FAQ bots with preset phrases and buttons) or is capable of recognizing the context of the request using keywords and phrases (AI-powered bots, NLP-based, or voice bots).
Chatbots are an extremely versatile tool. In business sectors where a significant portion of inquiries consist of simple and repetitive requests, they become a real game-changer. With bots, you can simultaneously manage newsletters across all channels, recommend products, accept payments, automate routine support and marketing tasks, and perform many other functions.
This combination of the advantages of chatbots and live communication with an operator is the best of both worlds! Essentially, it's a bot that allows you to transfer the conversation to a real agent at any moment.
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Thanks to the functionality of the omnichannel platform ConnectiveOne, your concerns are a thing of the past. The Operator Panel provides a unified interface for client and operator interactions, allowing you to intercept the conversation from any connected messenger and continue the chat if the client wishes to communicate with a person or if the bot was unable to provide the needed answer.
Optimization of staff costs through automated processing of standard queries.
Freeing up employee resources from performing routine tasks, allowing them to focus more effectively on other important tasks.
Comprehensive 24/7 customer support, available at any time and from any location
Thus, hybrid chatbot solutions effectively address the following tasks: the chatbot provides instant responses to users, acting as support for the contact center team, while the ability to connect with an operator in a convenient format enhances customer loyalty and attachment to your company.
In general, the process of handling incoming requests remains unchanged: the chatbot will serve as an additional virtual support agent. The bot will provide answers only to those questions that fall within the predefined scenarios (FAQ) or are recognized using NLP.
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The level of development of the chatbot depends on your company's requirements. There are no limitations in terms of load or functionality (except for the limitations of the messengers themselves).
βThe ConnectiveOne operator panel module, like the entire platform, easily integrates with your existing systems.
βWe, the product development team, have made every effort to ensure that the integration process is as fast and seamless as possible. Contact us to learn more about the capabilities of our product β we will gladly discuss your project and offer the best solution.
Any questions left?