The Live Chat is a Tool that can help to enrich the customer experience of a Contact even beyond the capabilities of your Conversaional AI.
If a request from a user is an edge case that is just too specific to be recognized by the Bot, the bot can offer the user to be forwarded to a support agent, a real human, that can intercept the conversation and help the Contact manually without the necessity of changing channels.
The support agent has its own UI to find open handover requests, to take them over, help the Contact and solve them. It is also possible for the agent to view and update the Contact's Profile as well as using a second chat between him and specific helper bots to enrich his capabilities of helping the Contact.
Updated over 2 years ago