How hybrid chat helps your customers, part 1
Using Inbenta Hybrid Chat, your customers who seek help support will immediately see an interactive “help” window appear on the homepage of your website. Once engaged, they’re greeted by your InbentaBot Avatar, which can be programmed by us to speak questions and responses. As your customer begins typing their question(s) into the chat box the InbentaBot accesses your knowledge base to find the most relevant answer(s) based on NLP.
How hybrid chat helps your customers, part 2
If your customer is satisfied with their search results they simply close out of the chat box window and continue their journey. If the InbentaBot is unable to help them find what they’re looking for, the hybrid chat feature connects them to one of your live support agents. Instantly the full conversation is sent to the live agent so they can pick up the conversation where it left off in the original search. The customer never has to repeat themselves and the experience ends with a positive outcome.
Inbenta customers who swear by hybrid chat
It’s a list that includes Ticketbis and Volotea Airlines, as well as Opus Research, who had this to say about the hybrid chat feature:
“Our research shows that a growing number of customers actually prefer self-service channels to answer questions, resolve issues or complete transactions. Yet automated handling often hits limitations when it comes to handling complex queries or ‘remembering’ information previously mentioned in a conversation,” says Dan Miller, Opus Research lead analyst. “As intelligent assistant technology evolves; we anticipate the emergence of highly specialised ‘intelligent advisors’ that know when and how to involve a live agent. Inbenta’s Hybrid Chat is the beginning of this progress.”
Here is a sample chat: