V-Person Live Chat™
Combine virtual and real support with a live chat solution that is defining industry best practice
Get to know V-Person Live Chat
Live chat is a popular digital support tool for providing online service to customers and delivering employee support. With V-Person Live Chat from Creative Virtual, your organisation is empowered to deliver an even better support experience by combining self-service virtual agents and human-assisted live chat.
The deep integration of live chat with V-Person™ virtual agent and chatbot technology creates a consistent, seamless user experience while at the same time cutting your support costs.
A deeply integrated solution for seamless experiences & better support
- Set customisable rules and triggers for the self-service virtual agent to seamlessly escalate users from virtual to real agent.
- Pass a complete conversation history from the virtual agent to the live chat agent as part of the handover.
- Automatically present live chat agents with the response found in the virtual agent knowledgebase as customers ask questions.
- Provide agents with options to reply with the answer as it appears, send an edited version or type in their own response.
- Enable agents to provide real-time feedback on content, helping to improve the virtual agent and keep content up-to-date, with a unique feedback loop.
The future of customer service & employee support
The combination of artificial intelligence (AI) and humans is increasingly important as customer service and employee support evolve. This fully integrated solution brings together virtual and real support in a way that is defining industry best practice and gives you a solid foundation for the future.
Our V-Person virtual agents and chatbots do all of the discovery work and troubleshoot issues before handing an open case to a live agent. This has proven success in reducing live chat contacts by over 50% and cutting down average handling times (AHT) for live chat sessions by up to five minutes.
Your agents benefit from starting each session with a complete history of the user’s conversation and the pre-chat information collected by the virtual agent. They then help the virtual agent continuously learn and improve through their interactions with your customers or employees. They become knowledge experts, conversation designers and virtual agent trainers just by doing their regular job.
