Hybrid chat
A smooth tag team between bots and agents
Improve agent productivity. Boost bot accuracy. With WhosOn hybrid chat, you get a smart, streamlined support force blending human live chat agents and AI.
Human support, with AI speed
Bots and agents join forces
Both step in and out to support the other
All in one seamless live chat session
Chatbot
Chatbot monitors conversations for key phrases
The bot retrieves data when a string matches an expression
It integrates with third-party APIs like your CRM or database
And ‘whispers’ supporting info into the chat in super-fast speed
Agent
Agents maintain control of chats
They can oversee and intervene with bot conversations
While using bots to fetch data and respond to FAQ
Smart features power up your bot
| Chatbot | Human agent | |
| Assigned chats based on skill routing | ||
| Answer questions | ||
| Monitor chats | ||
| 'Whisper' help | ||
| Transfer chats | ||
| Share files | ||
| Bridge omnichannel calls | ||
| Subject to rules, working hours and permissions |
Make hybrid chat work for you
High-powered hybrid chat will only take you so far. Your chatbot is still only as good as you train it.
That’s why WhosOn enables you to train and tailor your bot to suit your business.
Define custom strings
Tell your bot what data, in what format, to look for. (E.g. a post code, or a ticket reference.)
The bot can then search your systems for a match and return raw or pre-formatted ‘whispers’ to an agent.
Connect into your tech stack
Plug your bot into the third-party tools and internal programs you need it to work with.
You can use out of the box integrations, as well as custom-built ones via API.
Manage conversational flows
Teach your bot how to respond to customers using real conversational data.
You can create a dialogs library and intent architecture prior to bot launch, as well as ongoing refinement over time.
Run bot reports
Track bot performance via inbuilt sentiment analysis algorithms.
Then run detailed reports to chart its improvement and financial impact on your contact centre.
A maximum-efficiency environment
Hybrid chat gives you the best of both worlds. The warmth and scope of human live chat agents, accelerated by the pace and proficiency of chatbot support.
Super-fast, super-efficient customer service- Capacity to assist more customers, in less time
- Extended support availability via your ‘always-on’ bot
- Reduced resources and contact centre operation costs
- Less grunt work and routine FAQ for your agents
- An integrated ecosystem with effortless data flows
Start scoping your hybrid chat project
Before we start work on your chat project, we need to take the time to understand your business and its goals.
Then, we can recommend next steps, start planning any custom work and get you set up with a free trial.