Live Conversations enable agents to talk with customers when conversations cannot be handled automatically. Live Conversations are designed to provide agent with an ergonomic efficient AI-empowered interface to provide high quality of care to customers that is tightly integrated with your company’s AI and enables external agents to help you without having to be users in Salted CX. Learn more about Handling Live Conversation.
Live Conversations with Your Logic focus resolving customer requests in a collaborative matter where Salted CX facilitates workflow that goes from highly automated low cost conversations to involvement of people (most expensive). In order of increasing costs on your side to handle the conversations:
- Customer self-service using menus. Enables fast, inexpensive, 24/7, predictable and easy to analyze way to resolve the most common customer requests that do not require customer elaborating on their issue. You can use Your Logic to offer dynamic questions to customers at every step. Learn more about menus in Build Menus using Your Logic.
- Bot conversations. Enables to handle common requests by the customer using a different modality. The bot should typically support everything the self-service supports does and more. Bot also enables users who prefer describing their problem rather that choosing from menus to resolve their issues in their prefer modality. This is still an automated and relatively inexpensive as it does not require a human involvement unless escalated.
- Partner (External Agent) involvement. You can involve people who are not users in Salted CX to handle selected conversations. Your partners can help you to resolve customer request without need to consume your agents’ time. Partners can be also better equipped to handle some request as they may have better understanding of their products and service than your agents.
- Agent involvement. The most expensive option for your company. Consumes your agents’ time. You can use the previous steps (self service and bot) to better understand the customer request and collect some initial information. This can then reduce time necessary to handle a customer requests. Learn more about Handling Live Conversation.
Key features of Live Conversations:
- Integration with Your Logic so you own your business logic and AI and remain in control all the time.
- Collaborative customer care where your agents, external agents and AI work together on individual customer requests. AI can ask agents for help, invite specific people into conversations and take back conversations from live agents if it knows how to continue.
- Invite people that are not users in Salted CX to help with selected conversations.
- Abstraction from communication channel details. Your Logic can be fairly independent on the communication channel.
- Built-in integration with Salted CX analytics as every action taken by the participants ends in the customer journey.
Learn more about Your Logic.
Channels
Live Conversations enable agents to handle conversations from all supported channels in the consistent manner. Currently supported channels in Live Conversations:
- Web page chat using Salted CX Universal Chat.
- WhatsApp. Salted CX provides feature set of features for WhatsApp similar to Universal Chat.
Navigation
The navigation enables agent to jump between conversations that they are engaged in and join new conversations. When agent joins a conversation they can communicate with the customer. See Handling Live Conversation for more details.
My Conversations
My conversations section conta all conversation in which the current user is engaged in. These conversations are what the agent should be currently focused on and try to resolve them as well and as soon as possible.
Help Needed
Help needed section contains conversations that need help for any reason. Your Logic may flag conversations that need help in case it does not have high confidence reply for a customer, or the customer specifically asks to speak with a person. Human can also ask for help to involve additional people in case they do not know how to proceed.
A few examples how conversations can be flagged for needing help:
- Your Logic does not know what to answer to the customer.
- Your Logic has an issue, for example it is not reachable, it does not respond in time, it returns malformed replies.
- The customer explicitly asks for speaking with a live agent and your business process honors their wish and asks for help of the live agents.
Recently Left
Recently left contains conversation in which the current user recently participated but no longer does. Agents can use Recently left section to return to conversations in case they left them accidentally or they have second thoughts of leaving the customer too early.