BBVA offers combined support using AgentBot to answer automatically and Live to deal with special cases.
Boost your agents’ productivity so they can offer better solutions in less time. Live’s AI engine detects frequently asked questions and recommends the best answer option.
Chat with your customers in real time or asynchronously on all your messaging channels. From a single platform, Live agents can answer questions coming from web chats, mobile apps, Facebook Messenger and WhatsApp.
Go beyond plain, boring text and talk like a friend. With Live, agents can chat with images and emojis, share links, and even get a geolocationfrom the customer. Plus, WhatsApp and Facebook Messenger voice messages can be transcribed to text.
Detect the queries that need human assistance. AgentBot answers frequently asked questions and transfers only the more complex ones to a Live agent, along with the chat history. When it’s done, the session goes back to the bot. Everything happens in the same window.
Live creates detailed digital profiles for each of your customers. The agents will have access to previous conversations, notes, emails, social accounts, assigned agent and reason for the transfer, for personalized service.
Monitor every conversation, evaluate your agents’ work and help them become your clients' heroes. Filter by date, channel or group; assess average service and waiting time, customer satisfaction, and find out the busiest days and times.
BBVA offers combined support using AgentBot to answer automatically and Live to deal with special cases.
Buyer's Guide: How to choose the best AI provider to automate customer service.
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