Introducing Hybrid Chat: AI-Powered Virtual Assistance Combined with Human Live Chat

Now Virtual Assistant users can enhance the customer experience even further by seamlessly adding Inbenta's Live Chat as an option. For example, when a customer isn't satisfied with an answer they get from the avatar, they can instantly open a conversation with a live agent instead. The new service enables a fluid experience for both customers and for live agents, who will automatically have a detailed history of the conversation. "Our research shows that a growing number of customers actually prefer self-service channels to answer questions, resolve issues or complete transactions. Yet, automated handling often hits limitations when it comes to handling complex queries or'remembering' information previously mentioned in a conversation," says Dan Miller, Opus Research lead analyst. "As intelligent assistant technology evolves; we anticipate the emergence of highly specialized'intelligent advisors' that know when and how to involve a live agent.