One of the biggest advantages of Chatbots and Virtual Assistants is the ability for customers to self-serve, often without ever needing an agent.
For self-service to work effectively it must replicate what a great Customer Services advisor would do to provide a seamless user experience. An advisor will have access to a number of different applications where they can retrieve information, follow processes, perform transactions, update the relevant systems and record the interaction.
To replicate this process the converse360 AssistMe Customer Service Automation Platform becomes a central hub for inter-connecting disparate systems. Offering either pre-built integration modules or an SDK framework it integrates to any open and API ready application.
The information required to answer customer enquiries may be stored in business applications such as CRM, Service Desk, HR applications, knowledge-bases and in sector and domain specific applications. Integration into these applications enables us to perform a security check to validate the customer and then to retrieve relevant information and to post updates back to the databases.
When the Virtual Assistant captures information that needs posting back to multiple applications, integrations to Robotic Process Information (RPA) systems are available. This enables a full digital process from start to finish.
To automate communications with customers through their choice of chat client we offer integrations to an ever growing number of leading Messaging platforms. Customers may wish to interact through Social messaging applications, email, SMS and a growing number of new channels. converse360 are continuously adding new connectors and can create bespoke integrations as required.
For workflows that may require hand-off to a live advisor we integrate to business Messaging platforms and Teamwork applications. This enables businesses to retain existing tools that everyone is familiar with to converse with customers as required.
Contact Centres and Telephony Systems
For enquiries that are better handled by a live advisor, rather than a Chatbot or Virtual Assistant, we offer integrations into many of the leading contact centres and can build connectors to others where API's are available. The platform will intelligently manage the events that trigger a transfer from a virtual assistant, to a live agent or to another automated process.
Numerous hand-off and escalation parameters can be configured including key words or phrases, customer sentiment, specified intents, customer identity as well as untrained topics. Contact Centre Agents/Supervisors with real time monitoring capabilities also have escalate and barge features.
Where customers have engaged through Chatbot or messaging applications such as web-chat, Facebook Messenger, WhatsApp or other text based communications the platform will identify if the Contact Centre is open and transfer the interaction with all metadata and conversation transcript so that the agent has full visibility of the call history. The agent can also trigger actions that instruct the Virtual assistant to perform processes.
Customers who have interacted with a speech-based Virtual Assistant under the same parameters can be transferred to a contact centre queue to continue the conversation. Where a Contact Centre isn't in place then the transfer will be routed to a telephony system.