Chatbots are mostly used to reduce the load on your contact center agents, as it offers clients to use automated services. A chat bot connected via edna Chat Center Bot Connect can do the following:
- Proactively greet clients
- Answer typical client questions without engaging an agent
- Transfer a client’s thread to an agent or close it by itself
- Provide tips for agents’ answers
A chatbot can receive text messages and attachments from clients, reply with text (as well as markdown-formatted text) or using quick reply buttons, as well as send attachments.