Integration to Chat

IntelliResponse can integrate seamlessly into any live chat system that is based on open standards. Currently IntelliResponse integrates to [24]7, LivePerson and Oracle/ATG, but can easily integrate with any chat solution that is based on open standards.

The integration between IntelliResponse and live chat is available through 1 of 2 use cases:

(i)             an end user action on the company website can trigger an escalation to chat, or

(ii)            as a standalone service available to chat agents who use IntelliResponse to increase their productivity and effectiveness.

Use Case 1 - Escalation to Chat on the Website.

If a website visitor escalates, the session is seamlessly transferred to the live agent along with the questions asked on the website so the agent has context. This can be triggered based on one of the following events:

• Type of event (category codes) that trigger a chat for a specific answer - for example, a visitor trying to cancel their account
• No answer provided by IntelliResponse
• An IntelliResponse answer was rated poorly

Use Case 2 - Agent Productivity Enhancement Tool

For chat agents, the integration to IntelliResponse increases the productivity and efficiency of the agents by reducing the amount of time they have to spend searching for possible answers in content or knowledge systems. The challenge is particularly acute when the agents are new and are not familiar with the content. When they are presented with a list of search results and the customer is waiting for an answer, a harried agent is prone to give the wrong answer, or to escalate to a level 2 agent. When an agent gets a question in chat, depending on the way the integration has been done:

• The question is sent to IntelliResponse to find the best answer
• If the answer is correct, the agent can simply "publish" the answer as is, or edit it first
• Agents can also browse or search the knowledgebase if required