Hybrid chat

A smooth tag team between bots and agents

Improve agent productivity. Boost bot accuracy. With WhosOn hybrid chat, you get a smart, streamlined support force blending human live chat agents and AI.

Human support, with AI speed

Bots and agents join forces

Both step in and out to support the other

All in one seamless live chat session

Chatbot

Chatbot monitors conversations for key phrases

The bot retrieves data when a string matches an expression

It integrates with third-party APIs like your CRM or database

And ‘whispers’ supporting info into the chat in super-fast speed

Agent

Agents maintain control of chats

They can oversee and intervene with bot conversations

While using bots to fetch data and respond to FAQ

Smart features power up your bot

ChatbotHuman agent
Assigned chats based on skill routing
Answer questions
Monitor chats
'Whisper' help
Transfer chats
Share files
Bridge omnichannel calls
Subject to rules, working hours and permissions

Make hybrid chat work for you

High-powered hybrid chat will only take you so far. Your chatbot is still only as good as you train it.

That’s why WhosOn enables you to train and tailor your bot to suit your business.


Define custom strings

Tell your bot what data, in what format, to look for. (E.g. a post code, or a ticket reference.)

The bot can then search your systems for a match and return raw or pre-formatted ‘whispers’ to an agent.


Connect into your tech stack

Plug your bot into the third-party tools and internal programs you need it to work with.

You can use out of the box integrations, as well as custom-built ones via API.


Manage conversational flows

Teach your bot how to respond to customers using real conversational data.

You can create a dialogs library and intent architecture prior to bot launch, as well as ongoing refinement over time.


Run bot reports

Track bot performance via inbuilt sentiment analysis algorithms.

Then run detailed reports to chart its improvement and financial impact on your contact centre.

A maximum-efficiency environment

Hybrid chat gives you the best of both worlds. The warmth and scope of human live chat agents, accelerated by the pace and proficiency of chatbot support.

  • Super-fast, super-efficient customer service
  • Capacity to assist more customers, in less time
  • Extended support availability via your ‘always-on’ bot
  • Reduced resources and contact centre operation costs
  • Less grunt work and routine FAQ for your agents
  • An integrated ecosystem with effortless data flows

Start scoping your hybrid chat project

Before we start work on your chat project, we need to take the time to understand your business and its goals.

Then, we can recommend next steps, start planning any custom work and get you set up with a free trial.

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