ENGAGENT is the first software platform that introduces the concept of Hybrid Digital Support (HDS): to make the best use possible of virtual assistance (thanks to the NLP engine) to solve in self-service mode the most frequent and easier to solve user requests, and to use human resources only when necessary and when the presence of an operator in the dialogue between brand and user is required. Hence, the technology allows to extend the support service or to communicate with the user (for upselling or marketing activities as well) 24 hours a day and 7 days a week, reducing support costs (in particular those relating to first-line support) and making better use of human resources dedicated to user support.
ENGAGENT communicates with the user through a chat which is active on the website
(in mobile format as well) and via Social channel. It also allows a dialogue to
be escalated to traditional channels (Voice, SMS, Mail).
ENGAGENT was not developed to take the place of your support team but to provide a 24 hours a day service and first-line support for requests which can be resolved using a digital assistant, requiring staff intervention only when strictly needed.
ENGAGENT communicates with your user in 10 different languages (including the
NLP engine) with the possibility to extend the dialogue to other languages
that could be implemented.
ENGAGENT has been developed to work at its best both in on-premises
mode and in CLOUD mode, and to adapt itself to your needs and business policies.
Chatbox easily integrated on your website
The same chatbox is available in mobile format
A chatbox that can be integrated on your Facebook page
When it is necessary, operators can intervene in the conversation using an easy-to-use and extremely functional operative console.
The Virtual Agent is always active, 24/7. Thanks to the knowledge base, it is able to communicate with the user in the first-line support phase and it activates the Self-service mode during out-of-office hours or when the support team is overwhelmed.
An interface for the administration of the system and for the analysis of KPIs for the service provided. Il allows the control of all activities of both operators and of the virtual assistant.
An intuitive and comprehensive interface used to control autonomously the knowledge base used by ENGAGENTS’s NPL engine.
A tool developed to design the interaction and business behaviours with the users and for the integration with the business’ backoffice systems (CRM, ERP, E-Commerce, etc.)
An innovative, functional and easy to use operator interface. It allows one to manage workloads and operational scope in multi-chat, supporting the operator thanks to the semantic Knowledge Base available to perform information searches.
Using a virtual agent, operations are guaranteed 24/7 to offer first-line support in self-service mode, outside of office hours or when the team is overwhelmed. Operators intervene when it is truly necessary and effective.
A service available both in CLOUD and ON-PREMISES mode. Developed to adapt itself to any business need or policy, it does not interfere with existing infrastructure and it integrates easily with your IT systems.
Operators who will use this will be enthusiastic about its usability and about the automatic management of tasks. Your marketing department will consider it a great partner for generating new leads and for upselling activities in One2One mode.
Customer is the King. ENGAGENT is the technological solution that helps you
provide your customer with an effective and proactive online support.
Developed to value your business’ most important resource: your client! It integrates with your Backoffice systems in order to achieve a cohesive alignment of both information and activities; it is controlled by the behavioural and business flows that you define.
We are a group with twenty years of experience in Customer Relationship Management, Customer Service, IT Service Management, automation of business and IT process sectors.
From 2009, thanks to the acquisition of H-Care and to the technological know how of this company, we extended our operative environment, becoming a key player in the creation of software solutions for tech support provided via human-looking operators that interact via cross-channel.
Our solutions have been developed with the aim of allowing management teams to understand and optimize the customer experience. We implement customer centric solutions that allow businesses to establish a direct dialogue with their clients or users, via multiple communication channels. Through this connection, available 24 hours a day, 365 days a year, it is possible to improve customer support, expand the brand and build customer loyalty.
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