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 syncrhonous (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.