Conversocial Switchboard tethers bot and agent environments with an industry-leading approach in handover protocols for all private messaging channels. Thus your brand can apply a uniform approach to bot-human handoff across WhatsApp Business, Apple Business Chat, Facebook Messenger, Twitter DM, etc. This means your brand can seamlessly integrate agent-assisted service & bot-based automation in a single conversation, facilitated by smooth bi-directional handoffs with historical context.
Discover how Conversocial will help your business deliver better customer experiences over messaging channels by enabling agents and bots all from a single platform.
Agent Assist allows human agents to dispatch skill-based or purpose-driven bots to collect information or complete transactions. Virtual assistants return the conversation to the human agent once it completes the task, summarizing what it accomplished in the thread. Switchboard means at any point during a conversation, a human agent can pass control of the dialog to Agent Assist to perform a task on behalf of the agent.
Conversocial supports a “Handover step” in bot conversations which maps to Queues + Tags for accurate routing. This gives brands granular control around hand-off routing and tagging is built into every step of a Conversocial Bot.
To do messaging well, you need both bots + humans all from a single platform. Human efforts need to be focused on situations that require empathy. Bots are tireless, always available, but can’t deliver emotion + flexibility (yet). Combining humans + bots in a single channel removes the limitations of each. Conversocial Switchboard allows brands to do just this, all from a single platform in just two steps.
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