NewVoiceMedia can identify a 'stuck' chatbot conversation and route it to the best available agent in the voice or chat channel

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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.

Transcript preparation

Before someone greets a customer who was stuck in a chatbot conversation, NewVoiceMedia provides the transcript for a quick review.

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