Smart Chatbot Integration
Expanding the customer communication channel with smart chatbot use
A chatbot can take live chat to the next level, significantly increasing customer satisfaction and contact centre efficiency through support, pre-qualification and more.
To achieve these benefits, it needs to be incorporated into existing communication structures and optimally controlled.
With the Realperson® open bot interface, communication channels such as the website, mobile chat, WhatsApp and Facebook Messenger are available to the bot. It is used as a virtual agent and controlled via the open bot interface. Its benefits can be systematically analysed with Realperson® Chat Suite reporting.
Optimum chatbot use
The open bot interface allows both fully automated and semi-automated responses.
In a fully automated scenario, the chatbot is used as a virtual agent. It can transfer the chat to a human agent at specific handover points if necessary or on request.
More complicated use cases for bots mostly involve the use of semi-automated replies, with human agents and chat bots working together to give customers the best possible response.
7 benefits of using a chatbot
The advantages of chatbot use are multiplied by its benefits at various points in the company.
Increased contact centre efficiency
Fast response times
Reduced workload for the service team
Automation of simple processes
Improved customer experience
Seamless integration into the existing chat communication channel
About optimise-it GmbH
optimise-it GmbH has spent more than 15 years developing highly dynamic enterprise-level chat and messaging platforms and released the first professional WhatsApp solution on the European market. The innovative WhatsApp service allows companies to implement efficient customer communication as part of their contact centre processes. The Hamburg firm’s chat services are used by leading industry giants such as AIDA, Eurowings, BASF, S.Oliver, VERIVOX and Holidaycheck.