noHold is introducing a conversational, artificial intelligence-based virtual assistant specialized in pre-empting the live chat channel.
The virtual agent is capable of addressing the following issues:
- Misdirected Chats, which reportedly make up about 60 percent of live chat sessions;
- Ghost Chats, when an end user clicks on the chat button but never interacts with the live agent. This accounts for about 20 percent of all sessions; and
- Pre-Chat Questionnaires.
"The agents at your call center are the most sophisticated resource available to help customers better experience your product. It is important to engage them only when absolutely necessary so that companies can reduce cost and improve customer satisfaction," said Diego Ventura, CEO and founder of noHold, in a statement.