Accept transferred chats from 8x8 Intelligent Customer Assistant
As an 8x8 Contact Center agent interacting with customers via chat, when you know who your customers are, what they’re looking for, and what they’ve already shared with another agent or chatbot, you can serve them better and faster.
8x8 Intelligent Customer Assistant (ICA) is a conversational AI-based self-service solution that provides automated, personalized conversations with customers. ICA hands off the conversation with interaction details when transferring a live chat to an agent. Contextual information provides agents with useful information, facilitating more productive conversations while handling customer issues. It also removes customer frustration by eliminating the need for them to repeat the information already exchanged with the ICA, allowing the agent to quickly deal with the customer query.
Let’s say a customer experiencing issues with a product reaches out to the company via chat to inquire about the issue. The chat is attended by 8x8 ICA. The customer answers the chatbot’s questions and explains the problem. Because the issue requires personalized assistance, the conversation is escalated and sent to a queue attended by agents. AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Anne is assigned to the queue and is offered the chat. In the chat notification info panel, Anne sees the customer information such as the customer name, email address, queue name, authentication, ticket status, intent, and any additional data collected by ICA during the conversation with the customer. After accepting the chat, Anne sees the entire conversation the ICA had with the customer. This helps Anne understand the issue without asking the customer to repeat the problem and work to resolve the issue more quickly.
The agent accesses the company’s web page and selects to send a chat message requesting assistance with a billing issue. The chat message enters the digital queue and the ICA greets the customer and offers to assist the customer.
The ICA can only offer limited information regarding the billing issue experienced by the customer and the conversation is escalated to a Contact Center agent. ICA transfers the chat to the Support queue.
Agent Anne from Support accepts the chat and receives all the information about the customer along with the chat transcript. Anne reviews the conversation and tries to resolve the issue efficiently without having to ask the customer to repeat the problem. This prevents customer frustration by not having to repeat the information already exchanged with the ICA.
Note: The chat notification info panel does not specify that the customer was attended by a chatbot. This can be determined by the agent when viewing the full history of the conversation with ICA.
After the customer issue is resolved, agent Anne ends the conversation and enters post-processing. The chat log pops. It indicates the customer, the agent’s name, media type, etc, and it includes the chat transcript and attachments.