Effortless Automated Conversation
TouchAssist leverages Nuance virtual assistant technology to enable an intelligent, human-like dialogue between consumers and the brand. A rich set of features, including the ability to ask clarifying questions, improve understanding of consumers’ intent, personalize responses, and support common social inquiries, helps brands to deliver a superior self-service experience.
Higher Agent ProductivityLeveraging existing chat transcripts, high volume questions are identified and used to train the smart virtual assistant. Letting the virtual assistant answer repetitive questions that consume about 80% of a chat agent’s time will boost the agent productivity and reduce the average handle time.
In case of an escalation from the virtual assistant to a chat agent, the consumer will be transferred seamlessly within the same engagement window. At the same time, the transcript data and other valuable information that occurred prior to the escalation are forwarded to the live agent and presented inside the Agent Interface, thus preserving the conversation history.
Unified Reporting Dashboard
Analysis of smart virtual assistant conversations and live chats are displayed within one integrated reporting dashboard. Utilizing all the data enables brands to continuously measure and optimize the virtual assistant scripts and behavior on their websites to meet self-service KPIs.
Using TouchCommerce RightTouch technology and targeting engine, brands are able to serve the right digital interaction to the right visitor at the right time, choosing between live agent, guides or virtual assistant based on user behavior, profile and page on a per conversation basis.
Integrated Interaction Design
The intelligent virtual assistant and live chat engagements are presented inside the same elegant, floating engagement window and are available on multiple devices (desktop, tablet, mobile browser, in-app and SMS).
How Does TouchAssist Work?
Take TouchAssist for a spin!
Start the conversation by clicking on the “Ask TouchAssist” button below.
Customers don’t want to wade through a laundry list of answers; they want self-service sites to serve up the one right answer to their question.
Forrester - Your Customers Don’t Want To Call You – Feb 2016
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