Customers want frictionless transitions from channel to channel. SOS is the escalation engine that powers Astute Bot, allowing customers to seamlessly navigate self-service to agent chat, voice, and video – on any device – without needing to retell their story. The same engine allows you to proactively engage with select customers to drive purchase behavior or offer additional support.
Customers always have an “escape hatch.”
Anywhere they interact with self-service, customers always have an easy way to seamless transition to a live agent. You can also opt to proactively escalate customers based on history, current behavior, online cart contents, and more.
Go with the flow.
Customers can easily and intuitively flow from text chat to a voice call to two-way video with an agent. SOS leverages your existing web and app infrastructure to route communications, reducing dependency on hotlines.
More context means less frustration for all.
Customers have a single, fluid conversation with your brand, no matter who they talk to and what tool they use to communicate. Agents use the same interface regardless of channel, and benefit from continuity throughout customer interactions.