previous icon Back to blog
Sep 16, 2022
4 minutes read

Hybridising Live Chat With a Chatbot

If your customer service strategy doesn’t include live chat, you could be missing out on a big boost to customer satisfaction scores. Live chat offers short waiting times and the ability for customers to get on with their day while your team solves their issues. However, it can be a burden for your customer service team as a large proportion of their time is often spent dealing with repetitive questions that are easily answered but time-consuming to resolve.

The answer is a hybrid live chat/chatbot solution that enables your team to engage with genuine customer issues and allows simple, easily-solved problems to be dealt with by AI. DHL Parcel Benelux launched a chatbot solution in 2019 to deal with the huge volume of enquiries it receives on a daily basis. Simple enquiries around delivery times and dates can be dealt with using AI, while more complex queries can be covered by customer service agents.

Clearly, we’re becoming more familiar and comfortable with chatbots in our daily lives. Capgemini research showed that 54% of respondents had AI-enabled interactions with organisations on a daily basis in 2020 versus just 21% in 2018, so it makes sense to utilise the latest conversational AI technology to relieve the strain on your customer service team.

Conversational AI is a fast-evolving space, so to make sure you’re on top of the latest developments, we’ve rounded them up below:

Conversational AI as Your First Line of Support

A large percentage of the queries your customer service team receive will be repetitive, informational questions. Having a human response to these questions is a poor use of their time. Instead, consider how a conversational AI platform could allow your team to focus their time on urgent, context-specific queries and let a chatbot handle the high-volume, low-urgency enquiries by responding with intelligent, personalised answers.

With instant response times, allowing AI to do the heavy lifting increases customer satisfaction and, with AI at its core, your chatbot can learn from customer interactions, allowing it to take on more complex queries and saving your team even more time.

AI Issue Escalation

You might be wary of handing your customer service over to a chatbot, but alongside a multitude of safeguards is the ability to seamlessly hand a query over to a human agent should it become too complex for the AI platform to handle. The chatbot effectively screens messages for subject and intent and identifies how best to handle the query from there.

Skills-Based Routing

As an added bonus, the AI platform can use the qualification stage to route specific queries to members of your team with the necessary expertise, allowing them to quickly and effectively deal with issues without the need to pass the customer around several team members, potentially aggravating existing frustrations. The platform also automatically transfers a transcript of the initial part of the conversation, allowing customer service agents to get up-to-speed quickly, removing the need for unnecessary duplicate scene-setting on the part of the customer.

Get the Right Platform

Ensuring that your Conversational AI platform has all of the tools above is essential to make sure you’re getting value for money.

Using Natural Language Processing (NLP) and machine learning techniques, your platform should be able to handle thousands of enquiries per day with a simple setup and ROI generated from day one.

By utilising our Conversational AI platform, you can offer your customer service team a cost-effective chatbot with simple handover to a live chat agent where necessary.

Equally, your platform should be equipped to handle everything from repetitive enquiries to more complex interactions, such as an insurance claim for example.

Finally, making sure your platform is simple to maintain is essential. Drag and drop interfaces make updating and revising your chatbot simple and flexible, enabling real-time updates without the need for in-house coding skills.

Customer Success Story: Missguided

Fashion brand Missguided experienced a period of rapid growth with a huge increase in customer service queries as a result. Adopting a conversational AI platform enabled them to deliver an 80% chatbot engagement rate and decrease live contacts and costs by 14%.

Discover how Missguided increased customer service queries and engagement rate.

Implementing a Conversational AI platform needn’t be stressful. Get in touch and we can talk you through the process and explain how our solutions – Conversational AI Cloud and Mobile Service Cloud – can supercharge your customer service offering.

Discover more about our Conversational AI platform

Was this article interesting?
Share it!

Latest articles

Jul 11, 2024 •

Unlock communication excellence with CPaaS

Diving deeper into's CPaaS approach is empowering business users to unlock Communication Excellence - a guest article by Quadrant Knowledge Solutions, a global advisory and consulting firm focused on helping clients in achieving business transformation goals with strategic business and growth advisory services.

May 10, 2024 •

Happy clients, happy agents: The "platform effect" in customer service

As a member of the customer service team, you stand on the front lines of customer interaction every day. In a world where customers demand quick and personalised service - long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organisation and deliver the best answers and service possible. It’s incredibly satisfying to see a customer leave a conversation happier and eager to purchase your product. Your efforts can significantly enhance the customer experience, but you need the right tools to truly excel. Integrating these tools into a platform amplifies your capabilities and lets you experience the power of the platform effect.

Mar 27, 2024 • Conversational AI

Navigating AI Adoption in South Africa

In this ever evolving landscape, businesses that proactively invest in AI capabilities stand to gain a significant competitive edge in the years to come. By embracing AI as a strategic imperative and overcoming the hurdles to adoption, South African businesses can unlock new opportunities, drive innovation, and position themselves for success in the digital era.

Conversational AI Cloud web conversations blog woman chatting chatbot
Mar 11, 2024 • Chatbots

6 steps to MSP profitability with AI Chatbots

As the Managed Service Provider (MSP) landscape continues to evolve, staying ahead means embracing innovative solutions that not only enhance efficiency but also elevate customer service to new heights. Enter AI Chatbots from – a game-changing tool that can revolutionise how MSPs interact with clients. In this blog, we’ll provide you with a comprehensive roadmap consisting of six steps to boost profitability using AI Chatbots from

Telco infographic blog calling lady customer journey
Jan 15, 2024 • Mobile Service Cloud

Why offering customer support by phone is essential

Contrary to what you may believe about the preferences of the younger generations, recent data indicates that the telephone remains the favoured method of customer support for 69% of consumers across various age groups, including Gen Z and millennials. Additionally, there has been a consistent upward trend in Google searches for "phone number customer service" in the US over the past five years. This demonstrates a sustained and growing reliance on phone-based customer service solutions, highlighting its enduring significance in the contemporary consumer landscape.

Jan 15, 2024 • Mobile Service Cloud

What are the most effective customer service channels?

Today's diverse array of communication channels encourages customers to naturally gravitate towards their preferred social platforms and anticipate brands to be readily accessible across these channels. Rarely will customers go out of their way to switch between channels just to reach you; instead, they are likely to opt for a brand that not only provides the desired product but also ensures excellent customer service (on the channel they like most). How easily can your customers reach you via their preferred channel?

Jan 12, 2024 • Customer Experience

Experience Elevation: Customer engagement tech trends 2024

As we approach 2024, the ever-evolving landscape of technology continues to shape how customers connect, consume and communicate with businesses. Forrester even predicts customer experience (CX) will improve for the first time in three years, meaning 2024 will be a pivotal year for engagement with every touchpoint becoming a make-or-break opportunity in the customer journey.

Jan 12, 2024 • Mobile Service Cloud

WhatsApp Business: Making customer service enquiries simple

WhatsApp has experienced over 60% growth year-on-year as a customer service channel. It’s growing fast, but what are the benefits of using WhatsApp Business for customer service? How can customer service agents manage the increasing inbound enquiries via WhatsApp? In this blog, we'll discuss why WhatsApp Business benefits customer service and how to efficiently handle incoming messages with's Mobile Service Cloud.

Education Technology
Nov 01, 2023 • Conversational AI

How AI Supercharges your Customer Service

Meeting customers' expectations remains the biggest challenge in service. Speed, convenience, and accurate responses are critical to achieving this. With the power of Generative AI, customer questions can be identified, categorised, and resolved more quickly. Plus, your organisation is continuously fed with data to improve the entire customer journey.

Is this region a better fit for you?
close icon