CSO Agent Based Chat

A CSO Agent Based Chat (ABC) is a live-chat solution that makes it possible to communicate with your website visitors in real time. ABC can be handed over automatically to an operator from the Virtual Chat Agent (VCA) when it cannot answer the customer's question or if the customer requests it. It can also be integrated directly with the website.

ABC includes various features to help and improve the productivity of your customer service contact center. The application allows routing to the best-suited operator category, the possibility for operators to send predefined answers and URLs, and the transfer to other available operators. CSO ABC includes an administration module where the administrators can perform tasks such as getting access to statistics, generating reports, adapting the end-user interface, and configuring "pre" and "post" chat surveys.

The application is used via the web and can be accessed by any user with an Internet browser and Internet connection. ABC does not require any previous installation or configuration of the computers of the end-customers, operators or administrators. The communication between operators and users is always encrypted, including when it is stored in the database. This data is decrypted the moment it is requested by the operator or Administrator. Furthermore, only the system administrator can see the conversations maintained by its operators.

Artificial Solutions uses NTRsupport Webcare from NTRglobal for the Agent Based Chat solution.

Create True Business Value

Using the Chat channel increases the efficiency of our clients' customer service agents and is also a way to gradually move customers to the Web and train them to use it to request support.

The ABC application allows our clients to seamlessly combine their first line of support, represented by the Virtual Chat Agent (VCA), with the second line support, the customer service agents. This methodology pushes customers to the Virtual Chat Agent solution to increase the volume of customer requests that are managed automatically whilst decreasing the number of calls and e-mails to the support centers.

With the usage of ABC, benchmarks such as Average Handling Time (AHT) and First Time Resolution (FTR) will typically compare favorably against customer service through e-mail or phone. Furthermore, the Customer Satisfaction Index (CSI) for chat as a service channel also tends to be very positive.