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

    Screen form KODA platform showcasing live chat conversation
    • 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

    Screen from KODA Platform showcasing managing agents panel

    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

    Screen from KODA Platform showcasing agent's tickets view

    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

    Screen from KODA Platform showcasing ticket automation analytics

    Use various filter options to gain valuable insights and analyze agent’s effectiveness in real-time.

    • date range
    • group assignments
    • conversation topic
    • language
    Screen form KODA platform showcasing live chat conversation
    Screen from KODA Platform showcasing managing agents panel
    Screen from KODA Platform showcasing agent's tickets view
    Screen from KODA Platform showcasing ticket automation analytics