The omnichannel customer engagement solutions leader, TouchCommerce, has unveiled TouchAssist, a new product which claims to enable call centres and brands to provide intelligent automated conversations; leading consumers to effectively self-serve across digital channels.
The new system, which combines virtual assistant technology from Nuance Communications and is available in 20 languages, aims to provide brands and consumers with the ability to have text-based, conversational interactions that blend automated and live assistance solutions, connected within a single web or mobile web interface and includes extensive targeting and analytics capabilities. Therefore, when the virtual agent is not certain of what the answer should be, a live agent can step into the conversation to give the right answer.
President and CEO of TouchCommerce, Bernard Louvat, said: “TouchAssist blends our powerful targeting, routing and agent-to-consumer communication technologies with the industry’s leading virtual assistant technology to help brands target, engage and converse with consumers in a more cost-effective way at the time that customers need assistance with their self-service experience.
He continued: “The power of TouchAssist resides in the fact that the agent and robot collaborate, improving knowledge and accuracy over time. This collaboration will pave the way to a future with fully autonomous chat bots and transform the role of chat agents into that of a Virtual Assistant Trainer. The RightTouch platform is the perfect technology environment to make that happen successfully for brands and consumers.”
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