Avtex Agent for Genesys Cloud supports seamless transitions from chat bot to virtual agent to help you ensure the optimal experience for every customer
Due to their flexibility, quickly evolving capabilities, deep customization options and ability to empower customers, chat bots have quickly become a critical communication channel. When seeking support via a brand’s web site or mobile application, many customers naturally turn to chat as their go-to channel for answers or guidance.
Despite their rising popularity, chat bots are not all powerful – many customer interactions require the involvement of a live agent. When a customer decides to seek the assistance of a live agent, that transition must occur seamlessly and efficiently. The implementation of Avtex Agent for Genesys Cloud will address:
*Est. dependent on number of topics / conversation branches and skill routing complexity