Reduce Agent Workload With Initial Chat Bot Support

A chatbot can handle the initial conversation and guide customers through common questions. Only when needed does the flow move to a live call with an agent. By letting the chat bot handle first contact, teams can work more efficiently and allow agents to focus on well-defined issues. Using a chat bot in this way can also help address staffing shortages.

The Chat Bot Guides Customers to the Right Contact

If an issue cannot be resolved by the chat bot alone, the conversation can move to a voice call with an agent. In these cases, the chat bot can identify the most appropriate contact point and present a URL that starts a call to that destination. This guides the customer smoothly from chat to a live conversation.