Contact Us
Thankyou! We will be in touch with you shortly.
Full Name*
Full Name Required*
Company Name*
Company Name Required*
Job Title
E-Mail Address*
E-mail Address Required*
Telephone Number
Message
Schedule an Online Demo
Thankyou! We will be in touch with you shortly.
Full Name*
Full Name Required*
Company Name*
Company Name Required*
Job Title
E-Mail Address*
E-Mail Required*
Telephone Number
Schedule Date
Schedule Time
Timezone*
Message

Live Chat

Live chat is a web based texting system that enables a web site user to send a text message to a live operator and to get a response to their query in real-time.

The system allows users to resolve issues immediately without having to use a non-web channel.

It is more efficient than using a traditional call center agent because the live chat operator can manage several different dialogues with customers simultaneously.

The Virtualyty platform contains live chat as a user channel option. Your customer is provided with a text box to enter a question, an operator is allocated the message and makes an appropriate response. The avatar user interface takes the response and delivers it both as an animated speech response and text.

The live chat operator panel is integrated into the Virtualyty V-Base Knowledgebase and each response is matched against the V-Base and the operator is provided with a response that can also contain links to other web resources, documents, How-To videos or personalised customer offers. The operator can select to use this response or personalize the reply.

Virtualyty Live Chat is fully intergated into our V-Base knowledgebase which means that popular questions asked via other channels are automatically included. Live operators managing emails or User Forums are also able to see the most popular questions/answers and automatically include them during a customer dialogue.Read More...

The Virtualyty live chat system is also integrated with our Virtual Agent technology. This enables the virtual agents to automatically handle customer queries when there are no live operators available due to peak workloads or times when no live cover is provided. The virtual agents can also be used to automatically answer certain question types leaving live operators to focus on customer service escalation issues or up-sell opportunities.

The email and user-forum channels are also integrated into the live chat operator panel, enabling the management of email responses and user forum posts by the live chat operators during less busy periods.

© Virtualyty 2017