Covid 19 Customer Stories: Learn how our clients overcame new challenges!

Attend your Customers needs through the most used messaging application

Description

    Use Case 1:

  • Customer starts the interaction with human agent.
  • The connection with WhatsApp is established by WhatsApp Connector
  • The Altitude Intelligent Router based on specific rules, routes the interaction to the best skilled agent available
  • The human agent uses the extended chat to retrieve information and checks it before sending to the customer.
    Use Case 2:

  • Customer starts the interaction with human agent.
  • The connection with WhatsApp is established by WhatsApp Connector
  • The Altitude CHATBOT handles the interaction and if required transfers the interaction to the best skilled agent
  • The human agent uses the extended chat to retrieve information and checks it before sending to the customer or to the bot.
    Use Case 3:

  • Customer starts the interaction with human agent.
  • The connection with WhatsApp is established by WhatsApp Connector
  • However the Xperience Session cannot be created (System unavailable; No agents, …)
  • Messages will be buffered by WhatsApp Connector and delivered when possible.
  • The uAgent script should handle the conversation context.

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