Action Panels
Overview
When you open a conversation, the Action Panels, located on the top-right side of the screen provide you with useful conversation's insights and powerful A.I. features.
General panel
Data stored against the contact will appear in here.
Entities Collected
Entities is currently released to selected clients, if you want to get involved get in touch with us at info@webio.com
Once Entities collection is activated on your organization you can activate campaigns to be assessed by the Webio's entities collection feature. Entities collection extract useful pieces of information from the conversation and displays them in the Entities Collected panel.
Entities currently available for collection are:
- Dates
- Numbers
- Amount Of Money
- Names
- Phone numbers
- UK postcodes
Conversational Highlights
Conversational Highlights is currently released to selected clients, if you want to get involved get in touch with us at info@webio.com
Improve agent efficiency and customer satisfaction by enabling Conversational Highlights. Thanks to this powerful A.I. feature, agents can easily identify and review important elements of a chat conversation.
While the Webio Bot engages in conversation with clients, or if an agent has just been assigned to a conversation previously handled by somebody else, the AI will continuously analyse the chat and identify critical information, such as Entities and Intents, to create conversation highlights.
This will ensures that agents can quickly understand the context and provide the necessary assistance without making the client wait.
Propensity Studio
Propensities is currently released to selected clients, if you want to get involved get in touch with us at info@webio.com
Once Propensity Studio is activated on your organization you will be able to configure Campaigns assessed by the Propensity Studio and view customer's propensities outcomes in the Propensities Collected panel. Thanks to propensity Studio you will know your customer conversation outcomes at the start of a conversation and deliver more personalised customer journeys.
To activate Propensity on a campaign, click into the campaign and select the desired Propensity Model.
- On New UI
- On Old Ui
Notes
To leave a note against the conversation
Write your note then hit SAVE NOTE.
The note is not visible to the customer, however any Webio users with access to the queue will be able to see the note.
Activity
The Conversation Activity panel displays detailed records of conversation activity.
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