Customer Support Live Chat
Blend digital self-service with real-time live support from a member of your team, without the need for a contact centre.
Blending Live Chat with an AI Assistant
Some customer needs are just too complex or sensitive for a chatbot to handle on its own. That’s where advanced live chat comes in. Live-Chat allows human advisors to step into the conversation and provide support in real-time, directly from your website, social channels or app.
converse360 offers enables you to blend digital self-service with Live Chat. Customers might begin their interaction with a chatbot, but in some instances it may be better to loop-in a human. You can define rules and set workflows which provide options to instantly hand-off to an advisor sharing the full chat context.
An AI Assistant hands-off to Live Chat when:
- The 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
Why converse360 Live chat?
Most small or mid-size businesses rely on standard tools such as phone calls, web forms or email to provide customer support. Providing Live Chat gives customer an additional channel to that is fast, convenient and simple to use.
Although a growing number of businesses are introducing basic Web chat, the majority are stand-alone solutions without automation, or integration to external systems or content. converse360’s Live Chat is fully integrated with our AI Assistant and connects with all existing systems.
converse360 Live Chat offers enterprise grade features without the investment in a full-scale contact centre solution.
