CaféX Live Assist™ for Microsoft Dynamics 365 helps representatives service customers more quickly through immersive chat and co-browse experiences. With Live Assist, contextual customer information is provided prior to chat interactions, giving agents a holistic preview of visitors’ history, preferences and purchases. Award-winning co-browse technology allows agents to see and remotely operate customers’ mobile apps and web pages, draw annotations, push files and fill out forms for faster and more effective support.
Using the Microsoft Bot Framework and our simple APIs, you can easily integrate chatbots within CaféX Live Assist™ for Dynamics 365 to improve customer service and reduce the need for human assistance. Customers can seamlessly escalate a chat session from a bot to a human agent without switching channels or repeating details, as customer context is preserved across the journey. You can also set up chatbots as virtual agents in Live Assist to take advantage of performance reporting, supervisor monitoring and other features.
Provide customers with more immediate and personalized support within your company’s mobile applications and web pages. Our developer toolkits for Android and iOS platforms make it simple for your business to drop live assistance features into mobile applications. The latest release helps you provide a consistent Live Assist experience across web or mobile applications and create easily customizable campaigns to engage customers with relevant content. With a simple tap from their preferred mobile devices, customers can initiate live chat sessions with bots and agents. Agents can also view customers’ applications, co-navigate, draw annotations, push files and interact in other helpful ways to drive faster problem resolution.
Users have an expanded view of customer context within a single pane of glass to view chat information, pre-chat survey results, navigation history and other details. Agents can also configure audible and visual notifications when new chats arrive. Shortcut keys provide quick access to private messages, chat transfer and canned messages grouped by category. Agents can also associate contact records with active chats and manage multiple chats more easily for increased efficiency.
With Live Assist, personally identifiable information, such as credit card numbers, can be collected and stored independently using a PCI secure form. During co-browse sessions, any sensitive fields within the customer’s mobile app or web page can be masked. Agents can also push files securely to ensure compliance with corporate privacy policies.