Conversational AI powered contact centers enable better agent and customer experiences.
Our CyCX Chat Agent Assist with AI supports and complements your human agents with the information an agent needs to serve the customer is delivered to their screen instantaneously, without them having to search for it.
CyCX Chat Agent Assist also provides additional resource capability to complement human agents, providing customers with a personalised, quick and accurate service at scale, when and where the customer wants. Our conversational AI powered agent understands humans, is available 24x7, and is able to respond to customer queries faster than any human is capable.
Agent Assist empowers your team by providing real-time AI recommendations during live interactions. From suggesting answers to frequently asked questions to offering insights based on customer questions, Agent Assist ensures your team responds faster and more accurately. With AI on their side, your agents are equipped to handle even the most challenging queries with confidence and precision.
The perfect blend of virtual and human agents
- The right information is provided automatically to the agent when they need it
- Automatic triggers for handover to a human agent with agreed rules.
- Complete conversation history handover from virtual agent to human agent
- Agents focus on high value and rewarding interactions, with automation taking care of repetitive time consuming requests
- Virtual Agents are always online to assist customer (24x7)
- Human agents automatically presented with responses found in virtual agent knowledge base as customers ask questions
- Agent empowered with options to either respond with answer suggested, edit answer or provide different answer
Live Chat Numbers
- Live chat has become the leading digital contact method for online customers, as a staggering 42% of customers prefer live chat compared to just 23% for email, and 16% for social media or forums.
- A study by FurstPerson found that as many as 77% of customers won't make a purchase on a website if there's no live chat option available.
- 79% of customers say they prefer live chat purely because of the immediacy it offers compared to other channels.
- A report by ICMI found that website visitors that engage with your company via live chat are worth 4.5 times more than visitors that don't.
- 72% of customers now expect a customer service agent to know their contact details, product information and service history as soon as they engage and without being asked.
AI-Powered Chatbots & Agent Assist
Supercharge your customer service with CyCX's AI-powered chatbots that handle customer inquiries 24/7. These intelligent bots provide instant, accurate responses, reducing wait times and freeing up your agents for more complex tasks. Seamlessly integrated with your CRM, they deliver personalised support and can escalate issues to a human agent.
