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E-Mail

The Virtualyty platform provides email as a user option, along with an avatar driven virtual agent, live chat, FAQ's and user forums.

Our email system provides an integrated email function that allows your customers to post their queries via the web site. It is also used as a default option if there are no live chat operators available and the virtual agent is unable to respond to a query. The email can be forwarded to a live chat operator for subsequent resolution or routed to your existing email management system.

The live chat operator selects an unresolved email and at that point the email is scanned against the V-Base knowledgebase to determine if a valid reply to the email exists, if it does the operator is prompted to use it. If no response exists or the operator wishes to personalize the email, they are able to action this and send the email response. The system stores the chain of emails to ensure the operator and the customer are able to maintain a dialogue until the issue is resolved.

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