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Introduction of hybrid chat – Pororot

Pororot is an artificial intelligence character social robot that will become the best friend for children’s growth through learning, play, conversation, and life (schedule) management. Pororot is responding to his product related questions via FAQ and live chat.

Moving from simple live chat to hybrid chat

Pororot was using a live chat solution, but the counseling function of Pororot homepage was a method in which the agent directly responded within business hours. In this case, there was a concern that the introduction of a chatbot  would lead to an inappropriate customer experience. Therefore, they needed to introduce chatbot while maintaining the existing system. That is why hybrid chat solution is required. The solution can support bot and agent engagement at the same time.

Maintain existing customer experience and introduce chattbot as needed

Gitple is able to conduct consultation at any time through artificial intelligence chatbot, and in the following cases, the agent will handle customer consultation :

In case that the customer asks several questions that chatbot cannot answer during consultation with chatbot.

 

In case that the customer intends to communicate directly with the agent during consultation with chatbot.

 

You can also assign a chatbot to a customer during consultation with a agent.
This is a unique service that can be used in scenarios such as surveys/consent procedures/happy call.

Assign ChatBot to the customer during consultation with the consultant in scenarios such as survey / consent procedures / happy call.

In addition, it provides an interface that can easily link these artificial intelligence engines (Mindslab, Selvas, IBM Watson, etc.), and cloud service, and it can quickly respond to chat UI/UX. Customers can design counseling customer experiences for their services and increase customer satisfaction with effective counseling.

 

If you want to improve customer satisfaction and increase connection,

please contact us now.