Live Chats: AI meets human expertise
AI-powered bots efficiently handle up to 90% of customer inquiries, freeing your team to focus on high-value interactions. When human expertise is required, our intelligent system ensures seamless transitions, blending automation with personalized service.
Perfect blend of automation and human touch
Language
foundation
Leverage live chat conversation to power the intelligence of your AI assistants for a better customer experience.
Human takeover
Our system intelligently recognizes situations requiring personal attention. Agents can intervene at any moment, ensuring expert handling of nuanced issues.
Smart routing
KODA Platform analyzes conversation flow, automatically assigns categories, and efficiently routes inquiries to consultants with the most relevant expertise.
KODA Live Chat – key features
Agent panel
- Activity status
Monitor the status of assigned tickets and ensure seamless distribution within your team.
- Chat list
Access all conversations assigned to you and awaiting your response.
- Waiting list
Review tickets allocated to your groups but not yet assigned to individual agents.
- Conversation subject
Automatically generated and editable for efficient queue management.
- Conversation window
Prioritize speed and security with the option to conceal interlocutor’s personal data.
Managing agents
You have full control over customer interactions and agent assignments.
- Agent groups
Organize agents into specialized teams (IT, complaints, sales etc.)
- Agent assignment
Each agent can be a member of multiple groups
Tickets
Every interaction is a valuable opportunity. Close cases promptly to maintain efficiency.
- Application status
Track the progress of each case with three distinct statuses.
- Application details
View the start time, communication channel, and subject of each interaction.
- Advanced filters
Organize your notifications by topic for efficient management.
- Report owner
Assign cases to yourself or other groups for optimal handling.
- Linking
Link related conversations from the same user for easy reference in your agent’s dashboard.
Reports
Use various filter options to gain valuable insights and analyze agent’s effectiveness in real-time.
- date range
- group assignments
- conversation topic
- language