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AI Chatbot for Enghouse 

Assist-Me is converse360's Customer Service Automation Platform that uniquely enables organisations of any size to introduce end-to-end digital self-service. Enghouse customers can integrate the Assist-Me platform in a matter of hours and begin to offer AI powered Chatbots, Voice Assistants and cross channel engagement (Email and SMS) into chat sessions and phone calls with seamless integration to the Enghouse Contact Centre.

 

A powerful and simple to use portal enables anyone to create simple or complex workflows to respond to customer enquiries. The graphical flow builder makes it easy to add buttons, images, videos, maps & other media in seconds and an embedded iPaaS enables integrations to both cloud-based and on-premise applications through APIs and pre-built connectors. Transfers to Enghouse can be added to any workflow through a simple drag and drop component and published with one click. 

The Enghouse Chat Connector integrates Assist-Me with the Enghouse Contact Centre allowing seamless two-way hand-off between systems with advanced features and high levels of integration. The connector can be configured in minutes and with packaged flow templates it enables the integrated solution to be operating in a matter of hours.

The platform also offers dashboards, real-time monitoring, analytics, heatmaps, transcripts, sentiment and reports.

Key capabilities include:

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Universal Chat client 

Create, customise and brand a beautiful chat client for a website or within Apps in minutes and deliver both the chatbot and Enghouse Live-chat from a single user friendly interface. No HTML skills required.

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Enghouse Flow-builder components

Use the scripting tools to add Q&As and the flow builder to create workflows and processes; the Enghouse transfer component can be drag and dropped into any part of the journey. The No-Code flow builder enables any Customer Services team member to configure journeys and escalations.

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Seamless Transfers to Enghouse, Informed Agents

Workflows can transfer or escalate to any of the Enghouse configured queues. Define the queue within each workflow or offer the customer a selection for them to choose.

Define multiple rules on when, how and why automated journeys transfer to an agent. Specific words or phrases spoken by your customer can automatically trigger a transfer to a chosen queue.

Provide the agents with customer information before they start the chat session. Customer details can be presented including their name, email, phone number, webpage metadata and any other captured information.

Customers can clearly see when they have been transferred to an agent, the expected wait time and notifications when the agent is typing.

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No repeated conversations

In addition to customer data the full transcript is pushed to the agent for them to review the conversation with the Digital Assistant before starting the chat. This avoids repeated conversations and the agent knows exactly why the call transferred. The agent can send a personalised templated response whilst they review the transcript. The customer can request the transcripts are they are also captured in the Enghouse reports.

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Integrate to anything, connect to everything 

Integrate data from any CRM, business applications, database or knowledgebase using packaged connectors or the iPaaS.

 

Identify and authenticate your customers and offer personalised responses and transactions.

Pass customer data to the Enghouse agent providing a personalised and frictionless experience. 

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Benefits of Assist-Me with Enghouse

  • End to end platform – Chat and speech client interface, AI Chatbot, No-Code flow builder, integrated Email and SMS, surveys, and hand-off to Enghouse Contact Centre connector

  • Embedded Low-Code Integration platform for connecting to any application through connectors and APIs

  • Powerful functionality that is configurable by almost anyone; build simple & complex journeys, test and publish in minutes

  • Universal AI – Embed a broad range of AI services from multiple vendors

  • Intelligent transfer: Context queuing, queue switching, supervisory transfers, data-dip queue deflection.

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