Chatbot for customer service with an AI agent
A guide on how an AI agent works in the chat on your website. Read what the agent should be able to do and how you can try it in advance.
A chatbot for customer service answers questions from your customers on your website. A modern AI agent understands what the customer wants and formulates an answer based on the knowledge base of the business. It helps the person with the right information and hands the issue over to your staff when needed.
What separates an AI agent from an older chatbot?
An older chatbot chooses its reply from a fixed list. The visitor often has to press buttons or write the exact right words to move forward.
An AI agent is designed to understand what the customer means even when the issue is stated in their own words. It then formulates its own answer instead of picking one from a template. The answer is based on the knowledge base you have uploaded.
What should the agent manage in the chat?
A good agent answers correctly in plain text. It switches languages if the customer does. The agent should also know what it does not know. If it cannot find the answer in your knowledge base it should state that.
It then asks to transfer the conversation to a human employee. Your staff takes over in the same window and the customer avoids repeating themselves. The agent can retrieve information once it is connected to that system.
Why use the same agent on the phone and in the chat?
Real Talk allows your voice agent to answer questions in text. You use one single knowledge base for both channels. When you update instructions or the knowledge base it takes effect immediately for both phone and chat.
Your customers get the same answers regardless of how they choose to contact you. The chat is included in our service at no extra cost.
What questions do we ask a vendor?
Evaluate the options carefully. Ask where all information is stored. We handle all information strictly in European data centers. Security relies on temporary sessions instead of fixed browser keys.
Find out if you can read all completed dialogues. You should also ask what is required from your IT department to get started.
- Where are the details of the customers processed geographically?
- Do we get access to all saved dialogues afterwards?
- Is it possible to take over the chat in the same window?
- Do we need to build connections to our internal systems?
How can we try a chatbot before we decide?
Try a custom version before you make a decision. You send your existing material exactly as it is. We then build a demo agent from your information.
You can try it yourselves. This way you read and evaluate whether the answers hold up. You test the function entirely internally before we let real traffic onto your website.
Frequently asked questions
Do we have to build system connections for the chat?
No. You add the chat as an independent part of your website. You do not need to connect your internal systems.
How does an employee take over the conversation?
Sometimes a human needs to help the customer further. Your staff takes over in our web app. They see the full dialogue and help the customer in the same window.
How does the AI agent know what to answer?
The agent uses the knowledge base of the company. It is designed to understand what the person wants and looks for the right information in the material you have uploaded.
This guide is written by Real Talk, the Nordic AI phone agent.