We Differ By Offering Unrivalled Depth In Building Virtual Assistants
AS A BUSINESS INTELLIGENCE ANALYST YOU GET
Due to increasing competition in every industry, customer experience becomes a key driver in gaining a competitive edge. Building a good chatbot can be a daunting task. In order to create the best chatbot you need to have a data driven approach. With AlphaBlues analytics you will understand customers’ satisfaction, get insights into opportunities for business growth and customer retention strategies.
- General and in-depth analytics based on topic helpfulness where after each topic customers can give feedback if topic was helpful, which will let you know exactly what needs to be done to improve your chatbot experience with customers.
- Monitor your customers interactions through chat logs to see what links and buttons customers click, which topics are relevant, improve your customer interactions and workflows with real time data.
- Collect feedback from customers with text and 1-10 star ratings about chatbot or human agent after each chat session.
AS A CUSTOMER SERVICE MANAGER/TEAM LEAD YOU GET
You need to be able to hold seamless, synchronous conversations with consumers across whatever channel they happen to be using at the time, no matter where they are. Improved personalization delivers a more relevant user experience, and the high levels of automation enables cost-effective delivery at scale.
- Leverage automation, carry thousands or millions of simultaneous ongoing one-to-one conversations at scale.
- With real time data you can tailor messaging at the individual level based on past behaviour and responses within the bot conversation.
- Connect seamlessly with highly customizable chat, where human agents can power your consumers interactions.
- Adapt chat to your current customer service team with the same groups, handovers, metrics, etc.
- Make your customers feel unique and special by motivating engagement with custom setup proactive chat.
- Easy to use tool for agent in browser with visual and audio queues.
- Both options to set your chat up as synchronous or asynchronous.
AS A CEO/FOUNDER YOU GET
Solutions To Get Closer To Your Customers
Scale every part of your business: sales, marketing and support with highly customized chatbots and chat specially designed to your needs.
- Capture your customers attention and make your chatbot more fun to engage with easily customized visuals that match your brand.
- Once positive experiences have been delivered, you can leverage sales messages that go directly to authenticated users’ chat window. Marketers, in turn, can rely on high open rates and an effective ongoing mechanism for re-engagement.
- Integrate with mayor platforms like Facebook, WhatsApp, CRM and more to give your customers seamless omni-channel experience.
- Automatically detect new product opportunities and areas of improvement from chat history.
- Beat your competitors with better customer service, more efficient marketing, automated workflows and more.
VIRTUAL ASSISTANT (VA)
Building environment for virtual assistants
Graphical interface for creating intents (i.e. topics) for the virtual assistant.
Group intents under specific folders, expand folders for easy visibility and organization.
Add buttons, quick replies, conditions, images, URLs to VA answers.
Customizable answer delay setting in milliseconds.
JS API for front end integration.
Create different menus which are triggered in different URLs where chat window is deployed.
Deep nested multistep workflows.
Unlimited number of actions.
Context specific responses.
Insert training phrases into the VA.
Change the intent matched to phrase.
Easy visibility into training data across intents.
Free text search across all intents and trained phrases.
Export and import phrases into and from CSV.
User chat messages sorted by a customizable date range.
AI predicted intents for users’ chat messages.
Ignore predicted intent when training.
Measure AI intent prediction accuracy.
Ensemble of machine learning and deep learning algorithms to understand the customer intent from free text.
Functional in any European language + Russian + Arabic.
Intent ranking and prioritization based on confidence scores.
Offer choice of multiple intents for low confidence matches.
Time interval selection for seeing the number of VA conversations.
Top intents sorted by the number of occurrences.
Least triggered intents by the number of occurrences.
General helpfulness score of the VA for the customers.
Detailed intent based helpfulness score from customers.
Count of interactions with text; with buttons; with text and buttons.
Intent report with count of sessions, feedback requested / provided / positive / negative per specific action.
Button click report.
Add chat to multiple websites.
Customers can rate agents.
Customers can provide comments as feedback to agents.
Receive messages as tickets or have them sent to email during off-hours.
Canned answers (saved replies) in the chat answering window and emojis.
Customers can send and receive files through chat.
Agents can assign chats to other agents.
Info on customers waiting in each queue and agent availability.
Adding comments to the chat conversation for leaving notes to other agents.
Agents can see history of the conversation between the customer and the VA.
Clear distinction of the handover from the VA to the agent.
URL shown from where customer came in.
Accepting/not accepting chats button for each agent.
Ability to gather various info about customer including IP, OS, chat ID.
Notes field for agents to type notes.
Configurable custom attributes in chat dashboard.
Create custom queues for receiving tickets.
Assign agents to queues.
Visual notification of new messages in browser tab.
Sound notification of a new message.
Unread messages highlighted in the queue.
Timestamp showing time since incoming.
Autoclose inactive tickets.
First response time, average response time.
Agent first and response time.
Number of chats with agents.
Rejected and abondoned chats per queue.
Proactive chats offered, accepted and abandoned.
Maximum time of waiting in queue before reaching agents.
Queue abandonment rate.
Agent activity with 15 minute intervals of accepting, not accepting and writing chats.
Agents online, customers in queues, customers waiting – live view, last 15 minutes and last 24 hours.
Encrypted data transfer over HTTPS.
IP based restrictions (e.g. banned visitors).
Single sign-on (ADFS).
Password expiration and complexity checks.
Supervision of agents by administrators while answering chats.
Role based access to chat solution features.
Change agents’ avatar pictures, maximum chats, name.
Add and delete agents.
Archive summary data.
DEEP COLLABORATION BETWEEN VA AND AGENTS
Intelligent routing from VA to the relevant agent with prioritization.
Detailed configuration of chat and handover in synchronous (live) and asynchronous (messaging) mode.
Customized flows in VA for handing chats over to agents (e.g. forms, additional questions).
Conversations in each queue are marked by anonymous name if customer is unauthenticated.
VA responses customized based on agents status and queue availability.
Chat window icon and name change in handover from VA to agents.
Proactive chat automatically disabled if queues are full.
When queues full customers can stay on-hold or leave custom message.
VA can trigger actions on the website on customer’s behalf (e.g. open windows, views).
Co-pilot mode where AI monitors what customer says and suggests answers for agents to use.
Agents can use and modify co-pilot mode suggested answers with one click.
Automatic training of the VA when agents use suggested answers.
Change chat window color, design, fonts, text and size with customizable CSS.
Change icon in the chat window and the chat widget bubble with text.
“Someone is typing” indicator in the chat window.
Show VA or agent name in the chat window.
Show videos, pictures, buttons, GIFs, text, emojis and links.
Carousel view in chat window to showcase products.
Customizable forms for collecting information.
URL specific configuration.
3 VA-agent configurations: 1) VA only 2) Agent only 3) VA with handover to agent.
Proactive chat window popup.
Automatic choice of language for customer.
VA response templates filled with customer specific information.
Compatibility with iOS and Android apps.
VA depolyment into social channels (Facebook, WhatsApp, Twitter, Slack).
Customer authentication via front end or back end.
Deployment with Docker containers into company’s private AWS, Azure, Google Cloud.
APIs for downloading chat transcripts, events and operational logs.
Integration with any 3rd party API (e.g. CRM, HR tools, e-mail/chat, RPA).
GDPR compliance mechanisms.
Speech-to-text and text-to-speech integrations with 3rd party APIs.
How We Work With Customers
AlphaAI™ + AlphaChat™
AlphaAI™ Virtual Assistants
Custom AI and Natural Language Processing.
In-house developed AI. Tailor-made flexible algorithms. Inventory of industry specific intents.
Pre-trained domain specific models. Conversation Builder.
Create intents and multi-dialogue. Easy to use interface with no programming skills required. Compact design. API available.
Authentication built into Virtual Assistants. Sales automation.
Personal info for users with authentication. Personalized sales offers to users. Integration with ecommerce product feeds.
Detailed Analytics. GDPR compliant.
Learn what customers say, detect patterns, measure & improve performance. Comply with regulation.
AlphaChat™ Live Chat
Human & AI blending.
Topic prioritization in handover from bots to agents. Prioritize by URL or agent skills. Custom queues and ranking.
Automated Chatbot Training.
AI learns automatically by observing human agents answer customer queries. Decrease the need for manual AI training.
Agent Assist Co-Pilot Mode.
AI gives real time suggested answers to your agents in live chat. Agents can answer quicker and use best performing answers.
All Standard Chat Features.
Agent accounts, ticketing system, team grouping, abandonment rates, ratings, response time measurement and more.