Improve efficiency and quality with Skills-Based Routing.
InTheChat’s proprietary Natural Language Processing (NLP) categorizes incoming messages and sends them to the most qualified agent for engagement; this means that agents can quickly give expert responses and provide efficient, high-quality customer experiences.
How does it work? InTheChat and your team determine how to best categorize your incoming messages. Messages can be separated into topic-specific streams (sales, service, technical support, etc.), into product-specific streams, and into region or language-based streams.
When your customer’s message enters the InTheChat portal, it passes through an NLP-based algorithm which categorizes the message and sends it to the next available expert on your team. This agent can then begin a fluid, well-informed engagement with your customer.