BankBuddy Agent Assist

Automate bot to agent handoff with AI and create personalized interactions without interrupting your customer’s digital banking experience. Leverage a combination of AI, advanced analytics and intelligent chat routing and provide seamless AI + human engagement with rich media interaction across all channels and languages without incurring additional cost to serve. Monitor KPIs & metrics in real-time and improve overall service efficiency and customer satisfaction scores by anticipating user behavior and optimizing agent & bot performance with detailed reports and live handoff statistics. Seamless Bot to Agent to Bot Handoff Trigger handoff based on sentiment, status, priority and intents for seamless AI + Agent-based engagement. Intelligent Chat routing Delight customers with the relevant routing of chats to agents based on language, skills, time, department for higher FCR Real-time supervision Monitor KPI’s with a real-time view of chats, agents & bot conversations for effective workforce management. Analytics Flexible pre-built analytics for Bot performance, agent performance, agent productivity, customer behavior, & Goal completion. Unified customer view Auto retrieval of chat history, internal notes, tags and open tickets for 360 degree customer view. Omni channel Connect web, mobile, messenger channels with single Agent interface for true omni channel engagement. Rich Media Leverage text, video, images, & documents for an immersive experience. Secure Mask sensitive data & PII for security and data privacy compliance.