Messaging
Archie Messaging
Messaging includes customer interactions through platforms such as WhatsApp, Messenger, Instagram and web chats. Archie integrates these channels into the Conversations module, allowing customers to easily communicate through their preferred platform.
Direct connection
Customers can get in touch quickly and easily.
24/7 availability
The chatbot can answer simple initial questions, while more complex questions are forwarded to a staff member.
Multichannel consistency
Customers receive responses from the same reliable knowledge base across all channels. This helps prevent inconsistencies between messaging, voice, self-service, and agent support.
Efficiency
Employees have an overview of all incoming messages through one dashboard and can easily respond.
Visual Responses in Web Chat
Let Archie add relevant images from knowledge articles to web chat responses. This way, customers receive visual support—in addition to text—for instructions, parts, or procedures. This feature can be enabled optionally.
Secure Customer Transactions with Confirmation
Allow customers to securely authenticate themselves within the chatbot conversation when a linked action requires it. For actions with consequences, Archie first displays clear details and explicitly asks for confirmation. The action is carried out only after that, and passwords are never visible to Archie or the AI model. After authentication or confirmation, the conversation continues automatically.
Voice
Archie Voice
Archie Voice supports customer interactions with AI features such as speech recognition, transcription, and real-time information. Drawing on the same curated knowledge base as Agent Assist and Conversations, customers receive the same reliable answers over the phone as they do through other channels. Through the Action Center, Archie automatically triggers follow-up actions, such as opening cases or sending confirmations.
Transcription and summary
Calls are automatically worked out, saving time and ensuring consistent capture.
Action-oriented
The Action Center automatically starts processes, such as processing returns or scheduling appointments, during or immediately after the call.
Real-time support
Employees have direct access to relevant information from the Knowledge Module, which ensures faster and more accurate service.
Personalization
Archie uses customer information and insights to make conversations more relevant and effective.
Automatic Quality Monitoring
Let Archie automatically evaluate phone calls for quality, compliance, sentiment, and process adherence. Set up scorecards by queue, customer process, or campaign; identify compliance deviations in real time; and flag critical calls for human review.
Archie MailGenius
Archie MailGenius brings incoming emails, replies, and follow-up questions together into a single, continuous conversation. From the shared inbox, teams can assign conversations, collaborate on drafts, and monitor response times and SLAs.
AI-powered reply suggestions, source references, and translation help employees respond more quickly, while delivery statuses indicate whether an email has actually been accepted for delivery.
Shared triage inbox with ownership
Consolidate incoming emails, replies, and follow-up questions into a single conversation with a single status and a single person assigned to it. Assign conversations to colleagues or handle them yourself.
AI-Generated Response Suggestions
Receive suggested answers with a reliability indicator, so employees can quickly see how much review is needed.
Sources and Transparency
See which sources and AI actions were used to generate an answer.
Safe Editing and Translation
Collaborate safely on shared drafts using edit locks to prevent colleagues from overwriting each other’s changes. Edit and translate responses, review attachments before sending, and redact personal data before it is processed by AI.
Statuses, SLA, and Conversation History
Track every conversation using statuses such as Open, In Progress, Waiting for Customer, and Completed. Monitor response times and SLAs, and view all assignments, status changes, and dispatch activities in the timeline. Failed or uncertain deliveries are clearly marked.
