Contact Centre Chat Connector
Provide a seamless hand-off from self-service to your Contact Centre or to a member or your team via Live Chat.
Seamlessly Connect an AI Assistant with your Contact Centre
Our contact centre chat connector enables an intelligent and contextual transfer via Web/Messaging to the agent or employees desktop. Transfers can be based on misunderstood requests, un-trained topics, specific keywords and phrases, or managed as part of a workflow. The converse360 Assist-Me platform blends automated and human interactions, to deliver the most effective and seamless customer journey.
Your customers might begin an interaction with a chatbot, but can be transferred to a human for additional support.
Some example escalation rules include:
- The customer request is very urgent or a high priority
- The enquiry is for a high value product or customer
- The user needs additional support
- The request is complex and best handled by an advisor
- The customer is upset or frustrated
- Topics where empathy or judgement are required
- The AI Assistant doesn't understand the request
Related Use Cases
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UCaaS Gateway for Voice Assistant
Our Gateway acts as the bridge between your Unified Communications (UCaaS) or PBX systems and our conversational AI platform.
Instant call routing for voice calls
An AI Voice Assistant that can categorise incoming customer queries and direct them to the appropriate team or department.
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