ActiveChat, ActiveAgent’s live chat capability provides a seamless transition between the Virtual Agent and online chat staff.  The web user initially engages the Virtual Agent through web chat, but can choose to move the discussion to a real person.  The online chat or call center staff are able to see the user’s chat history with the Virtual Agent, presenting an opportunity for quick resolution of complex issues.  Additionally, the chat logs from the live chat sessions can be fed into the Conversation Management tools in order to refine ActiveAgent’s knowledge base.  The ActiveChat system consists of two main components:

Chat Client
In addition to standard live chat features and functions, our chat client allows you to review the conversation that has been taking place between the virtual agent and the end user.  When a live chat session is requested, the customer service rep is able to quickly review the dialog that has taken place so they have context of the conversation and don’t have to ask the same questions that the virtual agent has already asked.  After answering questions, the customer service rep can either continue to converse with the user or hand the conversation back to the virtual agent. 

Chat Server
The chat server provides a two-way interaction with the ActiveAgent web server.  This interaction allows for the handoff and queuing of live chat sessions as well as communication of the status of the chat system to the ActiveAgent users.  So, if you have a call center that doesn’t operate 24 hours a day or if the load is too high, the chat server notifies ActiveAgent that there are no customer service reps available, or that they are just too busy to respond at that time.  ActiveAgent uses this information to determine whether or not to offer live chat as an option.