Chatbot Integration Features
Chatbot to Human Voice/Chat
When it is time for the human touch, NewVoiceMedia can route a chatbot conversation to the best available agent in the voice or chat channel.
Dynamic & Consistent
Consistently route customers in chat-bot conversations just like any other channel and use the latest information stored in Salesforce, such as case owner, last agent spoken to, or their latest post-call survey.
Chatbot data logging
NewVoiceMedia will automatically log the chatbot conversation and chat detail records into Salesforce for later Einstein AI or human analysis.
Before someone greets a customer who was stuck in a chatbot conversation, NewVoiceMedia provides the transcript for a quick review.