A CALL CENTER FOR SOCIAL MEDIA
The unification of digital channels has taken the levels of service, communication and sales to other levels. Conecta brings the concept of a PBX to customer service through Social Media.
A 100% online platform, omnichannel, and full of features to provide the best customer service experience.
It has dashboards to track productivity, service queue management, agent collaboration, satisfaction surveys, and more.
ARTIFICIAL INTELLIGENCE IN CUSTOMER SERVICE
Three Artificial Intelligence tools that can be used in Conecta through APIs / Google Service:
1st STT (Speech to Text)
Automatic conversion of audio to text sent by customers.
2nd Feeling Analysis (Cloud Natural Language or Tone Analyser)
Automatic words and phrases analysis and classification.
3rd PLN (Natural Language Processing) Dialogflow
Identifies the intent and entity to make a conversation more fluid and without the need of a menu navigation.
1st STT (Speech to Text)
Automatic conversion of audio to text sent by customers.
2nd Feeling Analysis (Cloud Natural Language or Tone Analyser)
Automatic words and phrases analysis and classification.
3rd PLN (Natural Language Processing) Dialogflow
Identifies the intent and entity to make a conversation more fluid and without the need of a menu navigation.
RESOURCES
OMNICHANNEL PLATFORM
Attend your clients in the main digital channels such as WhatsApp, Messenger, Website, or Telephone.
SIMULTANEOUS ATTENDANCE
Increase the productivity of your operation by allowing an agent to provide several services simultaneously, in several channels.
CUSTOMIZABLE SCREENING
Present service options and collect information for faster human service.
AGENT PANEL
The agent dashboard allows you to view the entire navigation history, collected information, and classification of the last calls.
CONTROL DASHBOARD
The supervisor counts on customizable dashboards to follow the attendance in real-time through several indicators.
REPORTS
The platform offers reports on several indicators that can be exported to CSV to be used in other tools.
MANAGEMENT OF COMMENTS ON INSTAGRAM AND FACEBOOK
Centrally view and quickly respond to all comments made on your Instagram and Facebook posts, simplifying the process for the attendant and bringing more convenience to the customer.
AGENT MANAGEMENT
Register your agents by service sectors, access permissions, and control the beginning and end of their workday.
IMMEDIATE PRE-SERVICE
Start the service with a personalized greeting or let us know if your company is available for service at the moment.
CHATBOT
Provide most wanted information and automate repetitive tasks through integrations with back-office systems.
COLLABORATION BETWEEN AGENTS
The tool allows the invitation of other agents to the service, besides allowing the immediate intervention of the supervisor.
CUSTOMER SERVICE EVALUATION
The service evaluation is automatically requested and the satisfaction average is available for the attendant and those responsible.
SERVICE AUDITING
With the auditing feature, the management can check the services in their entirety, verifying accesses, events, and conversation history.
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