Webchat with integrated AI Chatbot
Full multi-channel webchat with AI bot
We offer the expected range of webchat services such as context-based routing, automated queuing and session transfers to other colleagues, as well as inviting as many others as needed to join the chat. Additionally, the webchat can build forms from standard data and multiple formats for further completion by customers, carry out spell checking and provide standard responses to key questions. A full MI reporting capability is included.
Integrate Complex skills
By integrating our AI bot “machine teaching” capability, you can create a lexicon of keywords and responses that the bot can answer automatically. For more specialist areas, the bot can also be directed to respond to queries with answers you provide. One such specialist area is “Lending Criteria”. This allows the bot to recognise the various forms in which questions are put to it requesting information and then correctly identify what the lender’s policy is to confirm this to the broker or borrower. This can be done directly through the webchat facility, via WhatsApp and now, integrated with our banking app thus providing a secure, authenticated channel, identified by a different colour, to share confidential documents.
Confidence and compliance
The bot is able to handle multiple discussions simultaneously including other common queries such as balance enquiries, redemption figures, opening hours and so on thus freeing up branch staff time for higher value work. Inbound enquiries can also be routed to specific specialist teams (e.g. ISA) where the bot can handle queries related to that area.
As an aid to human operators, we have developed the “Whisper” capability. The bot can speak directly to customers, or it can be used to support staff utilising this functionality. Staff working in call centres, on web chat or in branches can use the Whisper function to get answers to any questions. This means they can simply ask the bot which gives them the answer in seconds along with the text to be pasted into the customer response if needed.
