Bot handles high volumes of simple repetitive queries and FAQs, while human agents handle complex queries. Auto-routing mechanism allocates conversations to available agents if bot is unable to satisfactorily resolve the customer query.
Bot can be deployed across any digital platform, and integrates seamlessly with your CRM systems - pulling data to address and resolve customer queries immediately.
Bots are trained over time to respond to more query types without human intervention. This leads to increased levels of automation and accuracy, thus enabling scaling up of customer service.
Live agent can take over conversation and resolve complex queries that the bot cannot, thus ensuring a good customer experience. The live agent chat interface can also monitor agent productivity and efficiency.
Dream11 needed a customer support solution to help them handle the massive spike in customer queries anticipated during the IPL season. Read the case study to learn how Haptik’s Support Bot was deployed to effectively scale up Dream11’s customer service
Read Case Study