Searching for information and jumping between platforms zaps agent productivity. Bold360 consolidates everything agents need to do their jobs across channels, while artificial intelligence (AI) helps them every step of the way.
Agents are good at having one-on-one, high-value conversations. Chatbots are good at finding information and fielding routine queries. Bold360 maximizes both. With chatbots assisting customers on the frontlines, agents are freed up to solve more complex issues. Customers get fast, seamless service, and you get more productive agents.
Take the time-consuming task of re-routing queries off your agents’ plates and let them focus on taking care of issues that match their expertise. Bold360’s AI understands what customers are asking and automatically routes queries to the right resource for resolution.
Even with chatbot assistants, agents won’t have every answer, every time. Sometimes they’ll need to collaborate with subject matter experts or ask supervisors for exceptions. With Bold360 Discussions, agents can start a side conversation with another agent or supervisor to ask for assistance or clarification. When in a Discussion, that second agent can Join the Chat and have a 3-way collaborative conversation with the customer.
Sometimes it’s easier to see what’s going on than to just talk about it. Rich capabilities within Bold360 give agents everything they need to start a remote support or co-browsing session within a live chat window. Agents stay productive without having to jump platforms, and customers appreciate the immediate assistance.
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