AI answers first. A person takes over when needed.
When a customer asks for a person or the documents have no answer, the conversation goes to an agent, who can see what the customer and the AI have said and continue from there.
Takeover on each channel
- Web chats continue in the agent desk as the same conversation
- Phone and web calls can be answered in the browser
- Phone calls can also go to a staff member's number
When nobody is available
You can set support hours. Outside those hours, or when no agent is available, the AI takes contact details and passes them to your staff, so the inquiry isn't simply dropped.
What agents see
- Connection requests and the conversation between the AI and the customer on one screen
- Document search for finding answers during a call
- Web chat history and call recordings and transcripts for later review
How setup works
- Add staff accounts for the people who will take over conversations in the console
- Set your agent availability hours
- To pass calls to a person's phone, register that person's phone number
- Agents open the agent desk in a browser and take incoming requests
Frequently asked questions
Do agents have to install software?
No. The agent desk opens in a browser. Answering calls in the browser requires a microphone.
Do customers have to repeat themselves?
Agents can see the conversation between the AI and the customer when they take over, so customers don't have to start again.
Can a small team without dedicated agents use it?
Yes. Instead of the agent desk, you can use only staff phone transfer or contact collection.
Hear it with your own documents before you decide.
Leave your company name, contact details, and the channels you need. We will review them and explain how to get started and the timeline.