Our intelligent, rules-based routing system and prioritization engine ensure that relevant conversations — based on identity and full conversational context — get distributed to the best individual, team or bot based on a fully customized workflow.
Conversocial's proprietary Play Mode — an automatic content distributor which eliminates all need for manual triage — fully automates case distribution to focus your agents on the right conversations.
Queue customer content and permissions based on your agent skill set not channel. This enables you to align forecasting, resource planning and report in real-time on your customer service operation.
Conversocial provides the unique ability to seamlessly integrate agent-assisted service & bot-based automation in a single conversation, facilitated by smooth bi-directional handoffs with historical context.
“Conversocial’s intelligence, automation and workflow truly enables us to exceed our service benchmarks while allowing us to address a broader range of customer inquiries.”
Customer Management Centre, Sainsbury’s Argos
...that’s helped our customers reduce customer service costs by up to 30% whilst increasing NPS by 21%
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How consumers worldwide view conversational customer experiences, AI & bots, and private messaging channels when engaging with brands.Get the e-Book
The success of Freshly’s initial automation – 50% of conversations resolved in-channel with no need for human intervention – fueled Freshly’s objective to go further with automation in 2021.Watch the interview