Extend your chatbot
across multiple channels
with live chat

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Privacy

I declare that I have read and fully understood the Privacy Notice and I hereby express my consent to the processing of my personal data by Reply SpA for marketing purposes, in particular to receive promotional and commercial communications or information regarding company events or webinars, using automated contact means (e.g. SMS, MMS, fax, email and web applications) or traditional methods (e.g. phone calls and paper mail).

Chatbot technology has been crucial for helping our customers continue to deliver high quality customer service whilst dealing with common challenges such as increased customer demand, and reduced capacity to manage customer queries.

As part of an automation programme, chatbots can provide customers with instant responses to common questions which achieves both increased customer satisfaction, but also enables a higher quality of service from limited call centre resources who can focus on the edge case queries that are not appropriate for a chatbot.

Through our partnership with Twilio, we have been able to take this capability further – and extend our Chatbot solutions to offer live chat escalation, right from within the chatbot.

This model continues to leverage the benefits of a chatbot to focus on common queries, and triages more complex queries to facilitate live chat when required.

In addition, the Twilio Flex platform allows this Chatbot to live chat user experience to cross beyond traditional website only channels and extend into offering an omnichannel experience across platforms such as SMS, WhatsApp, Facebook Messenger, and even voice.

An initial Chatbot investment can now grow to fulfil new business and customer demands and continue to empower your team to deliver a stronger, more unified customer experience by augmenting automation and not being replaced by it.

Multi-language

Multi language chat

Enable your agents to engage with live chat customers in any language.

LOB integration

Integrate LOB systems

Integrate with your line of business systems such as CRM or order management systems, including those without existing API’s with our Robotic Process Automation expertise.

Our services can offer an end-to-end automation solution for your organisation, or simply augment existing technology that may be in place. If you would like to find out more – please get in touch.