If the customer's point of entry is voice, the Visual IVR offers the possibility of switching calls to an autonomous digital path (Selfcare) or to a digital path with human resolution (live chat, email, form) through the omnichannel conversational agent.
If the entry point of the request is on a digital channel (website, mobile app, messaging...), the omnichannel conversational agent responds directly, in natural language from generative AI, or redirects to the right resolution channel.
DialOnce's conversational agent also uses its intelligence to exploit data from conversations and contact paths. In this way, the supervisor can obtain a very fine-tuned view of his or her activity across the different contact paths, and adapt it as necessary.
Your customers just want to be autonomous, as long as they can use their preferred media and get a quality response from the very first contact.
