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all the benefits of chatbots and live chat agents in one solution
Live Chat customer service — communicating with support in real-time via a widget or messenger
chat — can be broadly divided into three types: chatting with a live operator, a chatbot, or hybrid (mixed), where agents and bots complement each other. Let's take a brief look at the key features of these approaches.
How such tasks are generally solved:
Your clients or website visitors communicate in real-time with a specially trained person from your team or outsource specialist.
Pros of talking to a human operator:
Cons:
On the one hand, human-to-human communication is indispensable when dealing with complex tasks, such as technical support, or when more questions arise in the course of a discussion. A personal, face-to-face communication inspires more trust in a company — for some business areas, this may be critical.
Rule-Based Chatbot With Buttons/AI Chatbot
In this case, a user communicates with a program whose possible answers are scripted in advance (FAQ bots with ready-made phrase blocks and buttons), or which can understand the context of the request by recognising keywords and phrases in the request (AI-based, NLP or voice bots).
The pros of chatbots:
Cons:
Chatbots are a highly versatile tool. For a business where most enquiries are simple, routine questions, they are indispensable indeed. Bots also can be used to send out mass mailings across all channels, recommend products, accept payments, automate some of the routine support and marketing tasks, and do lots of other cool things. You can read more about the capabilities of omnichannel bots in our article.
Hybrid Bots (Hybrid Chat)
It's a solution that combines the benefits of both bots and communication with a real agent — the best of two worlds! Generally speaking, it is a chatbot that allows you to switch the dialogue to a live operator.
Pros:
Cons:
But you have nothing to worry about with the omnichannel capabilities of the Kwizbot chatbot platform. The Operator Panel — provides a unified interface for customer and operator communication, allowing agents to take over the dialogue from any connected messenger and continue the conversation with the customer when they need to talk to a human or if the bot fails to answer their question.
1) Lower personnel costs through automated processing of simple enquiries;
2) Freeing time and energy of your employees from routine, allowing them to pay better attention to other tasks;
3) All-round customer support anytime, anywhere:
In this way, hybrid chatbot solutions solve many problems at once: a chatbot acts as a "safety net" for the contact centre team, instantly replying to users, while the possibility to talk to an operator in a customer-friendly format increases their loyalty and appreciation of your company.
Globally, the process of handling incoming customer requests will not change: a chatbot will act as just another virtual support agent. Bot only answers questions that it understands — provided by a script (FAQ) or NLP elements.
How advanced the chatbot will be, depends on your company's needs. There are no limitations neither in terms of load nor functionality (except the restrictions of messengers). Kwizbot Operator Panel module, just like the platform in general, is easy to integrate with your existing systems.
As a product development team, we've made sure that this process goes as quickly and smoothly as possible. Email us to find out more about the product — we will be happy to discuss your project and deliver the best solution.