Cross-Channel Chatbots

Cross-Channel Chatbots play a key part in revolutionising customer service. They transform all your customer communications into efficient, cost-effective self-service solutions to guarantee a personalised experience no matter the channel.

Engage Hub’s AI-powered Chatbot uses our native Natural Language Processing (NLP) engine, with deep real-time integrations, to not only understand but resolve your customer’s queries – deflecting calls and freeing agents to deal with more complex queries. 

One Chatbot, all channels

Engage Hub’s Chatbot works seamlessly across all of your communication channels, including SMS, voice, email, WhatsApp, Web Chat, Facebook Messenger, RCS and more. Our cross-channel Chatbot can recognise your customers’ past interactions and queries as they move between touchpoints to guarantee a connected and consistent experience across these channels.

As customers move from one channel to the next during their lifecycle, they are instantly recognised and their query can be picked up without any repetition. Supported by deep integrations into your back-end systems, our Chatbot provides your customers with immediate responses to complex and specific queries – such as account inquiries, delivery updates, meter reading and more.

Natural conversations

Our powerful and native Natural Language Processing (NLP) and speech recognition engine captures and understands intent, so callers can speak naturally. This results in a human-like experience while automating customer calls into your business. Our user friendly UI enables your team to configure, design, and optimise call flows along with easily adding new journeys for continued improvement to the customer experience.

24/7 customer support

Our Chatbots guarantee immediate responses during out-of-hours and peak times, allowing customers to self-serve at a time and on a channel convenient for them. Thanks to machine learning, the Chatbot continuously improves based on cross-channel interactions, meaning customers are constantly getting a better service – with no additional effort or investment required.

Seamless agent handover

When human intervention is needed, Engage Hub’s AI-powered Chatbot will seamlessly transition the conversation directly to a live agent using your existing agent solution or ours. The agent handover includes a transcript of the entire conversation, along with details such as verification confirmation or account-specific information so there’s no frustrating repetition – and the issue can be resolved quickly while reducing call duration.

After the call, any information information captured during the call is also seamlessly passed back to Engage Hub and core systems, enabling you to future proof customer service.

Real-time training and optimisation

A key to success is to continuously train your Bot – you can easily add new intents and utterances to expand on the Chatbot’s ability to handle more complex queries. By improving the experience for users progressively, you are able to ensure that your Chatbot does not fall behind your customers’ expectations. Need to see how effective your self-service deployments truly are? Our Customer Journey Tracker can help.

Avoid customer frustration, boost satisfaction and improve operational efficiency.

Chatbots bring together automation, self-service and effective customer communication. Therefore, it’s no surprise that 47% of organisations are planning to implement them.

Automate first-line support

Engage Hub’s AI-powered Chatbot transforms all your communication channels into effective self-service solutions. By automating first-line support, customers resolve issues through digital channels in the first instance. This drives cost reduction and cuts call centre waiting times, frees agents to deal with complex queries or assist vulnerable customers – all of which make for a better, more profitable customer experience.

Deflect calls to digital channels

We bring together a wide range of customer engagement channels under a single platform – including SMS, voice, email, WhatsApp, Facebook Messenger, Web Chat, RCS and more. That way, customers can choose their preferred channel prior to or while in the queue waiting to speak to an agent.

Increase sales by product recommendations

Using our latest AI technologies, Chatbot can help increase sales by offering personalised product recommendations based on customer preferences. Whether it’s by asking a series of qualifying questions or pulling in data you already have, you can build solid relationships that deliver higher customer lifetime value.

Personalise every interaction

Customers should have viable self-service options for all stages of the journey. Engage Hub’s Chatbot is an effective ambassador for your brand, speaking in line with your tone of voice and responding to customer intent in an intelligent and personalised way.

Go beyond FAQs

Our AI-powered Chatbot simplifies the resolution of basic or repetitive queries. It can also handle more complex decision trees. It can guide customers through support more effectively than FAQs or solve problems within that channel and in real-time.

“Engage Hub’s AI-powered Cross-Channel Contact Automation solution has enabled over 30% of customers to self-serve their enquiry, subsequently allowing the agent to focus on more complex queries and vulnerable customers.”

Head of Call Centre

Top UK Retailer

"With Engage Hub's help, we've significantly reduced call centre operating costs while simultaneously boosting customer satisfaction ratings. The future-proof solution is ensuring that we continue to give our customers the best possible experience."

Head of Call Centre Operations

Health and Beauty Retailer

"Engage Hub has helped reduce operational costs while improving customer communication. We have more confidence in the service we offer – and know that we have a solution that will adapt to future needs."

Continuous Improvement Manager

Top UK Logistic Provider