Many organisations are turning to live chat as a customer support tool to improve online customer service and deflect calls from the contact centre.
With CyChat AI Person Live Chat, companies are empowered to deliver a fully integrated support experience by combining self-service virtual agents and human-assisted live chat.
Placed in front of live chat, CyChat AI virtual agent creates a convenient way to self-serve and reduces live chat sessions by up to 80%. Based on a set of customisable rules and triggers, the virtual agent can seamlessly escalate users from virtual to real agent, with a complete history of their conversation passed to the live chat agent.
As customers ask questions, CyChat AI automatically presents live agents with the response found in the virtual agent knowledgebase. Agents then have options to reply with the answer as it appears, send an edited version or type in their own response. They also have options to provide real-time feedback on content.
CyChat AI is backed by our innovative knowledge management, workflow management and business intelligence reporting platform. When live chat agents submit feedback on content, a change request is automatically created in the knowledgebase as part of the workflow so suggestions can be reviewed and updates easily deployed across all contact channels. Live chat agents can help keep content accurate for both virtual and live agents just by doing their normal jobs.
The tight integration of a single knowledgebase, real-time feedback loop and customisable workflow provided by CyChat’s customer engagement platform helps organisations keep content up-to-date and consistent and is defining industry best practice.
CyChat AI is designed to be complementary to the systems and processes already in place and can be easily integrated with existing modules in the CyTrack Suite including CyCX Omni Channel and CyLive IVR. Combine CyChat AI’s knowledge base with CyLive + Speech Cognitive Services to deliver speech to your AI and customer interactions.