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Introducing Blended Conversations

Introducing Blended Conversations.
For conversations that always start on the right foot.

For conversations

that always start on

the right foot.

What makes a conversation great? Spontaneous words from either side, flowing together in harmony - more like a musical duet. We like to think of customer service conversations as duets, where the duo performs together. But do they?

Houston, we have a problem

Humans

Great at engaging with customers
Capable of showing real empathy
Can take control of complex situations

Bots

Great at collecting & compiling data
Can manage even complex workflows
Perform transactional tasks at any scale

Austin, we have the solution

Humans

Great at engaging with customers
Capable of showing real empathy
Can take control of complex situations

Bots

Great at collecting & compiling data
Can manage even complex workflows
Perform transactional tasks at any scale

Man and machine - The best of both worlds

Cookies and cream, peanut butter and jelly, movies and popcorn, you get it.

What about customer service?

It's either swift replies from chatbots or personalized service from agents.

Why not both?

Set the context
with a bot

Hi, I need some help with an order

Hello Amelia, I'm happy to help you today.
What kind of help do you need?

Issue with an existing order

Placing a new order

Issue with an existing order

Verify identity
with a bot

I've sent you a verification code to confirm your identity. Please type that in to continue.

366472

Great! How would you like to change your open order today?

Change quantities of items

Change delivery address

Speak with a human agent

Bring in an agent to manage complexity

Hi Amelia, I'm Charles,
your service agent today. How can I
help you with changing your order?

Hi Charles, I'd like to change
the quantities of 2 items, apply
a coupon, and then schedule the
delivery for a specific date.

Sure, I'll pull up the commerce
assistant to help you change the
quantities of the items.

Switch between human and bot agents

Your cashback coupon has been
successfully applied to the order
#USPP19191366

Thanks! Let's reschedule the delivery
for next week, please

Sure, please select a convenient date
from the calendar below.

Conclude with a human touch

Chosen date:
9th December

Your order will be delivered on that date. You can order with confidence for the holiday season, thanks to our 90-day no-questions-asked return policy. Have a nice day today, and a great holiday season with your loved ones! Is there anything else I can help you with?

Thank you,
that's all I need for now!

Head and heart,
together at the right place

When human empathy and mechanical efficiency perform together,
we get a masterpiece that's timeless.

Create a masterpiece for your business today

Set the context with a bot
Verify identity with a bot
Bring in an agent to manage complexity
Switch between human and bot agents
Conclude with a human touch