Increasingly, customers are seeking out self-service channels that provide immediate 24/7 answers to straight forward inquiries and the ability to perform simple tasks – often preferring text-based transactions. Chatbots are an excellent self-service option that act as a virtual assistant for your customers.
Enghouse Interactive’s Self Service solution – Communications Portal (CP) provides task-based chatbots (“Taskbots”) that enable a multitude of use cases including appointment scheduling, providing delivery updates and service status/outage updates, that are further enhanced when combined with Outbound Notifications.
CCE version 10.0* now includes integration to CP chatbots, as well as APIs, sample scripts, documentation and professional services for partners, CCE treats the chatbot as a “virtual agent” providing reports on chat-bot interactions directly within CCE.
Chatbots can greatly improve overall customer service, reducing unexpected peak contact volumes by keeping customers informed and easily enabling self-serve on basic transactions. They can also lower the cost per contact while reducing the number of basic or repetitive tasks your contact center agents may currently have to handle.
**It is recommended that customers upgrade to CCE 10, however a full Installation is not necessary: An upgrade path through Support Center is now possible, making major release upgrades easier.
For more information on accessing CCE v10.0’s integration with self-service Chabot functionality, please contact your Customer Success Manager or email us at Hello@Enghouse.com