Why AI and agents need to work together

Have you ever been in a situation where you have a question to a company and try calling their customer support? But instead of getting an answer, you’re put on hold for what feels like an eternity. So you try asking your question through a chat on the company’s social media page instead. After several hours of waiting, you get a short answer where the agent asks you to please a call to their customer support number instead….

Similar scenarios are happening constantly, and it is costing companies hugs sums of money in lost revenue and unhappy customers.

But as with many problems, there is a solution.

AI can streamline support

By letting an AI bot handle the most frequent questions, companies can greatly improve the level of service they provide to their customers. Not only is a bot happy with handling redundant tasks, answering common questions. It’s also never tiering, working around the clock, being able to handle multiple tickets at the same time.

With a bot, companies can create answers to questions, but also more complex conversation flows to help the customer in a more structured way or even to convert visitors to leads.

Let AI and agents collaborate

A bot is only as good as it has been trained to be and sometimes questions and tickets becomes too complex for a bot to handle. That’s when a seamless integration between the bot and real agents becomes really important.

So, what are the benefits of using AI bots and real agents together? For one, it means that customers can get speedy help, without having to wait for an agent to become available. Additionally, bots can handle the bulk of questions, leaving the agents available for the more complex issues.


Introducing the agent and bot collaboration in ConnectMe

The first version of ConnectMe was a web-phone, a way for users to handle calls through their computer, regardless of where they are in the world. No installation or upgrades are needed. As long as you have an internet connection, you are good to go. Neat huh?

But ConnectMe is going to be so much more than just another way of handling calls. This is going to be the window for Dstny Powered People to reach the services we provide to empower their workday.

The first integration we have added in ConnectMe is the agent view of our FAQ-bot service. Our FAQ-bot is a chat bot that companies can place on their social medias or their webpage. Here the bot can handle common questions, providing 24/7 support for the customer. When the questions become too complex, an agent can take over the control of the chat.

It is this agent interface that is now released in ConnectMe. Agents can get an overview of what chats are active and if needed, they can step in and take over the conversation. When they’re done helping the customer, agents can then release control, letting the bot be ready if the customer have more inquiries.

By leveraging the strengths of bot technology and live agents, companies can get the best of both worlds. This not only benefits customers but also improves the efficiency and effectiveness of customer service operations. So, if you’re looking to provide the best possible customer service, consider using AI bots and real agents in tandem – your customers will thank you for it!

If you are a service provider looking to add this type of functionality to you portfolio, fill in the form here, and one of our sales representative will contact you shortly.

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