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EXECUTIVE Q&A

How does a chatbot act as an intelligent assistant?

Chatbots can be used as an intelligent assistant to customer service agents. This can either be their only role or this role can be secondary after the chatbot has first tried to have a conversations with a website visitor and then transferred to conversations to an agent.

In Giosg console, the chatbot has its own tab on the right-hand side of the agent's chat window. It analyses each of the visitor's messages and suggests best replies. The agent can use those replies as a template or he can reply to the visitor with one of the suggested replies. The customer service agent can refrain from searching for the right links or typing long answers from start to finish.

 

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