An intuitive and powerful portal for management and orchestration
The converse360 Assist-Me Service Automation Platform provides granular multi-level access for customers to design, create and build the user interface such as a Chatbot or Virtual Assistant. The client that appears in browsers on PC's, Mac's, mobiles and tablets can be completely customised, and animated characters, bespoke images and sounds can be incorporated.
The platform incorporates a visual conversation designer for building complex workflows and enables colleagues to review, comment or edit.
Monitoring and reporting
Supervisors have access to a rich set of monitoring tools, analytics and reports. Real-time visibility of customer interactions and powerful management capabilities enable approved users to have full management over automated response rules.
Intelligent transfer and seamless hand-off can be controlled for web, messaging, speech and video through pre-built connectors to teamwork and messaging apps, telephony systems and contact centers. Rules are managed in the portal based on requests not understood, untrained topics, key words/phrases captured or when poor sentiment is detected. Supervisors with real-time monitoring capabilities can also control escalations to contact centers or to barge interactions.
The platform incorporates customisable dashboards that present information as text, graphs, heat-maps, customer journey maps and other graphical images. Dashboards show real-time information and all data can be presented within Contact Centre windows or browsers, enabling Customer Services Managers to effectively monitor and manage automated services and live services in one place.
Customisable User Interface
Visual workflow builder
Conversational AI designer
Dynamic interactive dashboard
Real-time monitoring of Digital Assistant
Supervisory escalation management
Blend automated/live service
Customer journey maps
Review trending conversation topics
Conversation heat-map analytics