For contact centers, bot integration represents the next step in real-time communications with customers. Bots, also known as chatbots, are computer programs that act as virtual agents, interacting with people in a chat interface, effectively answering questions, responding to prompts, carrying out commands, and searching data to provide accurate responses. Given that bots can take conversation automation to new levels, bot integration is quickly becoming the driving force behind messaging applications such as Facebook Messenger, Telegram, LINE, and others.
Bot integration provides:
- Interactive conversations between chatbots and customers in chats
- Automated, curated responses for common queries
- Data search for quick delivery of information
- Messaging flexibility for omnichannel communications
Bright Pattern’s omnichannel contact center software helps simplify omnichannel customer service for customers, agents, and contact center managers. Bright Pattern integrates with Facebook Messenger, Telegram, LINE, and other messaging applications to bring the power of bot integration to our omnichannel system. Bot integration provides the best of both worlds for communication–the real-time responses to customer queries combined with the accuracy and speed of data-driven bots.