Taking over AI Chatbot Conversation
Rest assured, your AI Chatbot operates 24/7 and can manage multiple conversations simultaneously. Agents logged into the Myma.ai Dashboard can monitor these interactions in real-time and, when needed, seamlessly take over the conversation to enhance the customer experience or capitalize on revenue opportunities.
Here are the three steps to take over an ongoing AI Chatbot conversation:
Flashing green light on the Myma.ai Dashboard suggests that your AI Chatbot is having a conversation right now
Clicking on the flasing icon will take you to Agent Assist screen. Go and click on “Take Control” to start chatting with the customer
A Message box will appear, where you can start the chat
How do I know about an active conversation?
Look out for that robot icon on your screen which will turn green and start blinking. You will be notified with a sound alert when a conversation is ongoing.
Can I take over conversations from social channels?
You can monitor all conversations, and take over conversations originating from website, Facebook Messenger, Instagram, and WhatsApp.
Can multiple agents monitor the conversations?
Yes! Multiple agents can monitor the conversations. Once an agent takes control of the conversation, it is moved to their "My Chats" section and is not available for other agents.
How real-time is real-time?
Between milliseconds and 2 seconds, so its as real-time as it gets!
Customer-initiated Live Chat Request
This is an optional feature that can be enabled on a property website. Please email us at [email protected] to turn this feature on. It is recommended to provide this option only if you have dedicated staff available to respond to the customers.
Enabling Live Chat
Enabling customer initiated Live Chat is easy and in your full control. You can choose how and when you want to make the option available (based on staffing levels) to your customers.
How Live Chat conversation work?
The customer is presented with a Live Chat option
The Digital Assistant will always try to assist the customer. When the Live Chat option is turned on, and the Digital Assistant is not able to help, it will provide an option to start a Human Chat, based on the property Live Chat settings.
When the customer clicks on Human Chat, they will get a message "Please wait while we connect you to an agent", and the magic begins!
Agent is notified about the Live Chat request
As soon as the customer requests a Live Chat, all online agents will get notified about the incoming chat request.
The first agent to accept the request will be handed over the conversation.
The backup plan (in case an agent cannot respond)
AI Chatbot waits for the agent to accept the chat, if no agent accepts it reverts to the following:
After 1 minute wait time, the customer is notified to wait while we connect them to the agent.
After an additional 1 minute of wait time, if no agent accepts the request, the customer is presented with an option to leave a message. This message converts into a ticket.
