noHold Integrates Virtual Assistants and Live Chat
noHold, a provider of virtual assistant technology, has developed a set of connectors that integrate live chat and its virtual assistants together.
noHold's live chat connectors are a set of open APIs that link noHold Virtual Assistants to any live chat application.
First, the end user asks the virtual assistant a question. The virtual assistant will either provide the end user with the correct information (ending the interaction for that customer), or if it does not know the answer, it can provide the option to escalate to a live chat agent. If the latter occurs, the chat log is sent to the live chat agent. This will provide the agent with an understanding of the customer's need without the end user having to repeat the problem. Once the live chat agent is available, there is a seamless transition between the virtual assistant and live agent within the same interface.
The Web-based, self-service tool is available 24/7.
"Our objective is to create the best self-service experience possible for our customers’ end users. In some cases, it is appropriate for the virtual assistant to escalate a session to a live agent, either to help resolve a problem or to up-sell a pertinent product or service," said Diego Ventura, CEO and founder of noHold, in a statement.
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