Automation Engine

Save time for your customers by recognizing their need and addressing it before they turn to chat.
Smart Customer Service

Some customers prefer to avoid one-to-one chat customer service. They appreciate being allowed to find solutions on their own, yet with some guidance. Providing customers with the agent-less customer experience requires an intelligent tool, the Automation Engine, which anticipates customers’ needs and provides them with the right content at the right time.

Why Use Our Automation Engine?

While the core of the TouchCommerce Platform is TouchChat, agent-less experiences are becoming more and more necessary in the web environment. TouchCommerce’s Automation Engine is designed to respond to consumer interaction and serve additional experiences, effectively creating a website within a website. 

Key Automation Engine Features

At its core, the TouchCommerce Automation Engine uses State Chart XML (SCXML) to respond to user interactions. 

Predominantly used for TouchGuides, this engine can be extended to interact with any back-end service, thereby creating an entire host of applications such as:
  • Learning surveys (surveys in which the questions change depending on the user's responses)
  • Pre, post or during chat
  • Wizards
  • Tutorials
  • Knowledge-base queries/results
  • Product reviews/recommendations
  • Price comparisons
  • Recommendation links
  • Ads
  • Customer record database queries