7 Digital Assist empowers agents to drive productive, context-aware, and personalized customer conversations. It provides an intuitive and unified interface, enabling agents to support all messaging and digital channels from a single location. In addition, agents can send customers outbound messages to initiate high-value marketing and customer care conversations and have them respond through chat or messaging thanks to a MagicLink. The AI-assisted interface enables contextual response recommendations, drawing from AI and Human Intelligence blending to deliver a significant uplift in conversation quality, automation, and NPS.
It offers prioritized queuing and smart routing to get your customers to the agents best suited to solve their problems. With real-time monitoring capabilities, supervisors can track and manage traffic, interactions, agent queues, queue status, and more.
Provide relevant customer data at agents' fingertips. Profile bar displays critical user account summary; Journey bar provides the complete customer journey with the URLs a customer has visited, Inline History tab shows an overview of a returning customer's previous interactions.
Configurable timers provide visual cues to an agent to notify about the level of urgency to respond to visitors as well as non-responsive visitors.
The persistent wrap-up form enables agents to capture interaction details, steps taken, the visitor's intent, and the intent status that any agent can leverage.
This feature enables agents to push rich, interactive, customized content to visitors to close sales deals quicker or service customers faster. Cards can be designed and sent to fit your visitors' needs with options including product information, calendar, payment, and fulfillment cards.