Chatlayer for Engage Digital

Virtual Assistant:

All incoming messages are handled by the AI-powered Chatlayer.ai platform. For messages the virtual assistant is unable to pursue it connects to a specific RingCentral Engage Digital Agent.

Qualification of messages:

Chatlayer will qualify the incoming messages based upon specific criteria for the handover to a dedicated agent to optimize the Agent workload.

Handover to Agent:

Whenever the virtual assistant is unable to pursue the conversation with the customer, the conversation will be handover to a RingCentral Engage Digital Agent, based on their specific skills, who will be able to see all prior communication and provide a seamless experience for the customer.

Analytics:

The end to end analytics from Chatlayer.ai captures the interaction from the beginning to the end of the communication, allowing for an overview of all conversations and to provide a detailed analysis of the bot platform.

Benefits:

By leveraging the Chatlayer.ai multilingual platform, companies are capable of supporting customers 24/7 with a higher volume of questions.

With Chatlayer.ai's language independent NLP, supporting over 100 languages, customers can ask questions in a natural way.

The Agents can focus on more complex and important customer interactions driving higher results.

Requirements

Must be a RingCentral Engage customer.

Must be a Chatlayer customer.

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