Hybrid chat

Hybrid chat

Hybrid chat sees your bot working every way across a conversation to help website visitors and live chat agents alike. All in one seamless thread, and all in super-fast speed.

Agents receive real-time assistance from a chatbot that can retrieve data and run processes. And, at the same time, the bot is still present to answer FAQ and help the visitor. Here’s how it works:

• The chatbot can monitor conversations for key phrases or for data in specific formats

• When a string matches an expression, the bot can then trigger into action

• It integrates with third-party APIs (a CRM, a database) to search your systems for a match

• Then, it returns this fetched data to the agent in a private ‘whisper’ message

• The agent gets relevant supporting info, without missing a beat or performing manual admin

  • Help desk

  • Engagement

  • Agent tools

  • Reporting

  • Analytics

  • AI

  • Management

  • Customisation

  • Multi-platform

  • Security

  • Chatbot

  • Integrations

  • Archive: Category: Chatbot

    Blog

    Three customer service lessons plucked straight from fairy tales

    Once upon a time, in an office far, far away… When searching for tips to improve your customer service offering, […]

    Blog

    The ultimate compendium of live chat software statistics

    Live chat software is no longer negotiable. It’s not a luxury, it’s not a nice-to-have, and it’s not an optional […]

    Blog

    The 3 simple steps of saying goodbye via live chat

    First impressions are important. But saying goodbye is the final impression you make in a conversation, and it matters just […]

    Blog

    5 ways to spot a shady live chat provider

    Live chat is a growing market. And that means, unfortunately, that there is a huge upsurge in the shady live […]

    Blog

    A working life: the live chat software developer

    In Paul Johnson’s job, only two things are certain: his code either works or it doesn’t. An ex-military man, Paul’s […]

    Blog

    50 live chat tips to delight your digital customers

    Live chat is fast becoming the holy grail in customer service. We live in a digital landscape, where people prefer […]

    Blog

    An A-Z of live chat software essentials

    Live chat software is flooding the market. There are hundreds of options to choose from, each claiming to be better […]

    Blog

    The 3 fundamental reasons your customers love live chat software

    Unless you’ve been living in a cave, you will have noticed the rise of live chat software in recent years. […]

    Blog

    Expert interview: coding in the classroom

    In a skills-short IT industry, coding in the classroom has become a pressing topic. Nurturing the next generation of technological […]

    Blog

    The dos and don’ts of canned responses

    Canned responses are a staple feature of live chat software. In a nutshell: a canned response is a pre-set reply […]