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.
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 instant access to relevant knowledge from the Knowledge Module, providing faster and more accurate service.
Personalization
Archie uses customer information and insights to make conversations more relevant and effective.
