Creative Virtual, a provider of self-service customer engagement solutions, has launched V-Person Live Chat as part of its suite of Smart Help solutions, combining self-service virtual agents and human-assisted live chat.
"Live chat is a popular option for online customer service, and we have many years of experience integrating our V-Person virtual agent technology with other live chat systems," said Chris Ezekiel, founder and CEO of Creative Virtual, in a statement. "That experience inspired us to develop our own live chat product because we saw a huge opportunity for organizations to benefit from a deeper blending of the two technologies. V-Person Live Chat is defining industry best practice through the tight integration of a single knowledgebase, unique feedback loop, and customizable workflow provided by Creative Virtual's customer engagement platform."
Creative Virtual's solution escalates customers from virtual agent to real agent with a complete history of their conversation being passed to the live chat agent. As customers continue to ask questions, V-Person Live Chat automatically presents live agents with the response found in the virtual agent knowledgebase. Agents can reply with the answer as it appears, send an edited version, or type in their own responses. The customizable console also lets them provide real-time feedback and suggestions on content.
V-Person Live Chat is backed by V-Portal, Creative Virtual's knowledge management, workflow management, and business intelligence reporting platform. V-Person Live Chat also integrates with social media platforms, support communities, and discussion forums to provide a central console for all live agent interactions. Options are available for the solution to be hosted on premises or in the cloud and to be deployed as a fully managed service or managed in house.