Finally a native omni-channel live agent chat solution, built with your in mind.

Our native omni-channel live agent chat system was built with your agent’s productivity and comfort in mind. Give your customers a seamless transfer from a bot to a live agent, and give your agents an innovative chat solution with advanced tools that will allow them to have multiple chats at once, while giving full attention to each customer.

Interact with your customers directly from their favourite apps.

ConversatioNow has been built to interface seamlessly with your customers’ preferred apps (WeChat, Viber, WhatsApp, Twitter, Line, Web & App, iMessage and more).  Allowing your customers to engage with you, without having to open a different app. Easy, convenient and quick.

Facebook Chat

WeChat

Viber

WhatsApp

Twitter

Line

Web & App

iMessage

Easy to use Interface

Our native omni-channel live agent chat system was built with your agent’s productivity and comfort in mind. Give your customers a seamless transfer from a bot to a live agent, and give your agents an innovative chat solution with advanced tools that will allow them to have multiple chats at once, while giving full attention to each customer.

How it works

Our native omni-channel live agent chat system was built with your agent’s productivity and comfort in mind.

Customer makes Contact

The customer starts a chat through the chatbot.

Bot engages customer

The Bot engages with the customer to get basic information to give to the love agent.

The bot notifies the agent

The Bot sends a notification through to the Live Agent.

The Live agent engages the customer

1. Agent get's a notification

Once the bot is finished, it will send a notification to the agent, notifying them that there is a customer waiting to chat. The agent can have multiple chats whilst simultaneously engaging a variety of customers.

notification_red.png

Since there will be multiple chats, there is a notification circle on the top right. Red indicates the agent has not opened the chat. Green indicates the agent has engaged / is engaging with the customer already.

icon_1.png

In the Live Chat box, there is an icon that shows the agent, whether the customer made contact through the desktop or mobile device.

2. Agent starts to engage

The agent can immediately tell where the bot finished engaging by looking at the light colour background behind the chat. From here the agent can quickly and easily engage with the customer.

Each chat will be assigned it's color, making it quick and easy for the agent to know which chat they are on, cycling between.

3. Clever AI Suggestions

ConversatioNow’s smart AI will learn the way you engage and begin to pre-populate answers. Al the agent has to do is click on an answer and it will copied directly into the chat. From here the agent can easily edit the answer to further customize it.

The agent can teach the AI to learn which answers were useful and which ones were not. All they need to do is click either of the emoticons. This will exponentially speed things up and make for an even better user experience.

4. Customer info is always in view

Agents constantly have availability to each of their customers details. This streamlines repetitive questions and irons out errors quickly and conveniently. 

5. Quick summary bar

You can quickly gauge how many Outgoing chats, Total chats today, Waiting customers and Longest waiting times so far. This intern will speed up wait times and efficiency among your agents.

Live Chat

Different colors allow your agents to remember who they are talking to, with notification badges for unread messages and last message preview. All in the blink of an eye.

My Chats

Seamless Transition - Your customer gets a live agent on the same chat session, and your agent gets the entire conversation history of the customer with the bot - allowing for a smooth service experience for both.

Users

Manage your agents, their skills and managers - so that everyone will have their proper permissions.

Team

Allow team managers access to their agents’ chats. Letting them provide feedback about your agents and make sure everyone is aligned and at their best practice.

Analytics

The Analytics tab has a dedicated live-agent section providing KPIs that are critical to understanding the usage of the live-agent capability integrated into the bot. Charts such as percentage of users using live-agent over time and percentage of users continuing in the bot after the live agent assistance, help understand the user perspective of the live agent experience. Other charts are available when using our user agent solution, to provide metrics on the agents side experience. Here you will find charts such as average live agent conversation length, number of conversations handled per agent and average live agent time per agent.

AI Questions

Save typing, avoid typos and make sure your agents have the most updated info. Our NLP engine analyzes the customer messages and suggests to your agents the best answers, ready to be sent in a click of a button. If your service language requires - the smart replies can even be phrased with consideration of the customer’s gender. The system keeps learning with time, and always lets your agents easily search for ready-made answers other than those it suggested.