In any customer or technical support inbound call, the agent spend half of the time asking questions from the caller. It's a task a Chatbot can handle.
The responses can be summed up and then the Chatbot. The Chatbot can then suggest knowledge base links. These are then handed off to the agent before the caller is endorsed to the live call.
This can significantly improve the queing and customer experience, as well as Average Handling Time.
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