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.

Use case

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.