Help Interactive combines the efficiency of automation with the power of live sales and support agents in the Hybrid Chat interface. Without anything to ever download or update, live representatives can log in to chat side-by-side with our proprietary Artificial Intelligence engine. In a highly intuitive interface, representatives can proactively engage with site visitors in a highly customizable blend of human and automated interaction.

The Hybrid Chat interface allows live representatives to generate more conversions and resolve more customer issues per agent labor hour. Typical live chat solutions qualify visitors with a pre-chat questionnaire, and then put the visitor in a chat queue with a wait time dependent on agent availability. With Hybrid Chat, site visitors can be immediately engaged in a chat conversation with a customized Artificial Intelligence engine. Custom scripts can gather visitor information and answer frequently asked questions, effectively qualifying conversations before they are escalated to a live representative.

When a live agent is chatting with a site visitor, Help Interactive's Artificial Intelligence engine monitors the conversation and automatically displays a response. The proprietary SmartResponse system automatically suggests accurate agent responses that can be manually or automatically inserted into a conversation, greatly increasing live agent efficiency. With SmartResponse, live agents can handle 3-5x more simultaneous conversations than traditional live chat, driving down labor costs and increasing online sales.

Help Interactive's Hybrid Chat interface was designed with the contact center employee in mind. Every feature and function is intuitively displayed in a clear and concise manner that promotes agent productivity. The Hybrid Chat interface is a modular online application that is customized to the client's engagement strategy and internal business operations. Live representatives can actively monitor site visitors and view complete profile information. Live chat agents can jump in and out of conversations, focusing their efforts on high value customers and letting the Artificial Intelligence resolve frequently asked questions.

With agent group and chat supervisor capabilities, Help Interactive provides the scalability required to effectively operate large contact centers. Agents can easily transfer chats between different agent groups when necessary, and chat supervisors can transfer and take over conversations as they see fit. Chat supervisors can also monitor live agent and campaign performance metrics in real-time. Help Interactive provides a profoundly scalable contact center chat solution capable of exceeding any business' needs.

Help Interactive's in-depth performance and transcript reporting serves as an indispensible addition to any business' online marketing efforts. A customized modular reporting engine allows clients to search, sort and track the key performance metrics for a clear view of return on investment. Choose from default performance reports such as geo-location, agent, agent group, calendar, and visitor actions or easily create custom targeted reports that identify traffic segments, conversation topics, messaging strategies and more. All performance reports are boardroom ready with a one-click export to PDF, Excel or Word.

Complete chat transcript reporting provides actionable information that allows insight into the visitors' website experience and live agent performance.Transcript reporting allows clients to search and analyze conversations by a wide range of variables; including, keyword, topic, chat notes, agent, agent group, and campaign. Easy access to complete chat logs allows contact center supervisors to monitor their live agents, and affords marketers valuable insight into the online customer experience.