HYBRID HUMAN | CHATBOT
Journey to AI
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EscalateAI is a hybrid human agent / chatbot solution that provides Natural Language chatbots at virtually no cost.
Our chatbots are built on any of the main vendor platforms and are omnichannel supporting web chat, voice, SMS, Facebook, WhatsApp and Slack. |
25% Call Reduction at Redbridge Council
The chatbot built in just two weeks for Redbridge Council over Christmas has helped reduce contact centre call volumes by 25%. At it's peak on January 2nd the bot handled 185 unique sessions and over 1600 messages. You can read an article about it in the Ilford...
SPF is now an IBM Reference
SPF Private Clients Finding diamonds in the rough: harnessing AI solutions to identify the best mortgage leads The UK’s Help to Buy scheme helps first-time buyers onto the property ladder – and floods mortgage brokers with complex and time-consuming mortgage...
25% Call Reduction at Redbridge Council
The chatbot built in just two weeks for Redbridge Council over Christmas has helped reduce contact centre call volumes by 25%. At it's peak on January 2nd the bot handled 185 unique sessions and over 1600 messages. You can read an article about it in the Ilford...
Using chatbots for sales and marketing purposes
Artificial intelligence (AI) and natural language processing (NLP) have really assisted the evolution of chatbots, as they’re now extremely sophisticated tools that can be used to automate a variety of business processes. AI-powered chatbots can be extremely useful...
FEATURES
Hybrid live chat and AI chat
Escalate AI has been built for chatbots - they are not bolted on. The system allows a hybrid of AI chat and live chat agents to oversee the bots.
Escalate on Confidence Level
IBM Watson will return a % confidence level in the answer - set your threshold as to when you need to escalate.
Tone Analysis
Escalate uses IBM Watson Tone Analysis to calculate the sentiment of users and agents and offer a realtime view of customer satisfaction.
Offline Ticketing
If there are no human agents present and an escalation is required, the system will allow users to raise an offline ticket for later response.
Multiple Channels
Escalate will support all regular channels such as web chat, Skype, Messenger, Slack, SMS, Twitter etc.
Agent override or edit bot responses
When the system escalates the human agent is offered Watson's response to other accept, edit or reject.
Moderated Learning
When escalations occur and humans have answered, Escalate places these in a queue for Moderators to analyse so that the chat bot can learn.
Automatic Assignment
As new live chats arrive they are automatically assigned to free chat agents so that they can be monitored for escalations.
Templated Responses
Escalate allows for templated chat agent responses to improve answer quality and agent efficiency.
Chat Archives
All chats can be archived for later searching and retrieving as well as analysis.
Built & Delivered in the IBM Cloud
The IBM Cloud provides world leading scalability, reliability as well as access to IBM Watson services.
Reporting & Analysis
Escalate has inbuilt reporting and analysis of chats, transcripts, tone, confidence levels and user actions.