Chatbots.org Business News

Virtual Assistants have to the ability to integrate with live chat, and work together to enhance a company’s customer support options.

noHold’s live chat connectors are a set of open API’s that link noHold Virtual Assistants to any live chat application. The integration of the two provides a way for companies to better support their customers, while getting them most out of their investments.

First, the end user asks the Virtual Assistant a question. The Virtual Assistant will either provide the end user with the correct information (ending the interaction for that customer), or if it does not know the answer, it can provide the option to escalate to a live chat agent. If the latter occurs, the chat log is sent to the live chat agent. This will provide the agent with an understanding of the customer’s need and can address the issue quicker; without the end user having to repeat the problem. Once the live chat agent is available, there is a seamless transition between the Virtual Assistant and live agent within the same interface, improving the experience for the end user.

Millions per day? Billions per day? How many customers prefer chat? A recent interview shows that a Fortune 500 company in the Telecommunications industry reaches an estimated 8 million website visits per month. Based on recent chat log statistics, a similar company handled upwards of 7,500 Live Chat conversations in one month, for one product line. The truth is your audience prefers the web, and these visitors expect chat as an option.

Leading brands have found a way to shorten the path to a meaningful chat by complementing Live Chat with a Virtual Assistant. Find out what they were looking for in a Live Chat provider, the key features, and get shortcuts to the advice you need to make the best decision for your own brand and your customers.

VirtuOz, Inc., the leading provider of intelligent virtual agents (IVAs) for online marketing, sales and support, today announced availability of a packaged integration with Moxie Software’s Chat Spaces™, for both sales and services.  The integrated solution delivers a next generation customer experience that meets the needs of today’s digital-savvy customers, who increasingly dictate when, where and how they want to engage with a company.

Recently Creative Virtual Ltd was shortlisted for the Econsultancy Innovation Awards 2012 in the category of ‘Innovation in Customer & User Experience’ for their integration of O2 UK’s virtual agent Ask Lucy with Live Chat from LivePerson via a seamless handover process. Each year the Econsultancy Innovation Awards recognise the finest creative thinking, ideas and implementations that are changing the landscape of the digital industry. This year more than 450 companies submitted entries, and around 150 have been shortlisted across the 19 categories. The winners will be announced at the awards ceremony in London on 23 February 2012.

InteliWISE, a leading provider of Virtual Agent solutions for customer support and e-commerce sales support, announces its launch of an intelligent Tab Widget with its virtual chat agent.