Realperson® Chatbot Operating System
Flexible integration and control of chatbots in customer communication
The open architecture of Realperson® Chat Suite makes it possible to integrate any botengine
Fully automated and semi-automated chatbot applications can be implemented
To analyse success, comprehensive chatbot reporting is provided within Realperson® Chat Suite
Expanding the customer communication channel with smart use of chatbots
A chatbot can take live chat to the next level, significantly increasing customer satisfaction and contact centre efficiency through methods like support and pre-qualification.
To achieve these benefits, it needs to be incorporated into existing communication structures and optimally controlled.
With the Realperson® Chatbot Operating System, communication channels such as web, mobile, WhatsApp and Facebook Messenger are available to the bot. It is used as a virtual agent and controlled via the Chatbot Operating System. Its benefits can be systematically analysed and optimised with the Realperson® Chat Suite reporting feature.
Not all chatbots are the same
The Chatbot Operating System can cope with self-learning, artificially intelligent chatbots just as well as with microbots. Along with handovers to a human agent, “transfers” to another bot are also possible.
What is a fully automated chatbot?
In a fully automated scenario, the chatbot is used as a self-sufficient virtual agent. If it reaches its conversational limits, there is always the option for it to transfer the chat to a human agent in defined handover scenarios.
What is a semi-automated chatbot?
Semi-automated chatbots mostly come into play in more difficult use cases and sensitive customer relationships. Here the human agent and chatbot work together to give customers the best possible response. The agent always has full control over the chat.
What is a microbot?
Depending on the use case, microbots are also a possibility. A microbot is less intelligent than an AI bot and does not learn on its own. Microbots are versatile, and particularly useful for smaller tasks such as FAQs, collecting contact details or carrying out pre-qualification.
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