Chat

The chat channel is one of the main service channels that customers are using today to get in touch with the customer support departments of any company. In addition to this, online chat increases the efficiency of support agents and gradually moves customers to the Web.

Artificial Solutions offers two applications that can be combined to help you manage and take advantage of online chat: Virtual Chat Agent and Agent Based Chat.

A Virtual Chat Agent is a virtual service agent that can answer questions, assist in finding information on the website, market products and services and also provide a sales dialogue with the ability to qualify customers and thereby generate prospects and leads. All of this is done through an automated dialogue based chat.

The assistant is typically placed on a website and graphically represented by an animation, a user input field and an area where the responses are displayed. The Virtual Chat Agent can either be fully integrated in the normal website or can be placed in a special pop up window. The user types a question in everyday language and receives a direct answer from the assistant, 24 hours a day.

If the question requires more information to be answered, the assistant will ask a follow up question and even initiate a more complex dialogue. If the assistant is not capable to answer the question, an automatic handover can take place and the conversation will be transferred to a real customer service agent using the Agent Based Chat application.

CSO Agent Based Chat is Artificial Solutions' tool for online chat support. The handover solution allows our clients to seamlessly combine the Virtual Chat Agent (VCA) and its first line support with service agent based second line support.

This in turn will push customers to the Virtual Chat Agent solution. As a result, the volume of customer contacts that are managed automatically increases whilst the number of calls and e-mails to the support centers decreases.