Your customer does not want to wait on hold; she wants answers. The BSI Chat Agent provides them: instantly, accurately and around the clock via your website or customer portal. It understands concerns, automatically answers standard questions and recognizes when a human can add more value. All interactions are documented directly in the BSI Customer Suite – for seamless service that takes the load off your team and delights your customer.
Challenge
What are the challenges?
Customers expect immediate answers – but without chat agents, reality is often quite different:
- Manual Chats: Without automation, your team has to respond to every inquiry individually – even standard questions that come up every day. This ties up resources that are needed elsewhere.
- Fixed business hours: Anyone with a question in the evening, on the weekend or during their lunch break won’t get a response.
- No context: Without context tracking, your team doesn’t know what was discussed previously. The customer has to repeat herself. This is frustrating and wastes time on both sides.
- No scalable service: As the volume of inquiries increases, the workload on your team grows linearly.
The result: Customers are dissatisfied, and service teams are working at their limit.
Solution
BSI is the solution.
The BSI Chat Agent automates customer communication via web chat, messaging and the customer portal – with AI-driven response generation, intelligent conversation context handling and seamless transferal to a human agent. It is fully integrated into the BSI Customer Suite and turns every channel into a true service lever.
Web chat & messaging automation
The chat agent handles incoming inquiries on the website and in the customer portal – immediately, automatically, around the clock. It takes the pressure off your team, and the customer gets her answer in seconds.
AI response generation
Based on the customer’s inquiry, the chat agent generates precise, context-aware responses – not by using rigid scripts, but with true natural language processing. The result are natural dialogues that the customer doesn’t recognize as coming from a bot.
Conversation context handling
Every interaction is fully recorded. The chat agent knows what was discussed previously, and the customer never has to repeat herself, whether she switches channels or is transferred.
Intelligent transferal to a human agent
If the chat agent recognizes that an issue requires expert knowledge or empathy, it seamlessly transfers the conversation – including the full conversation context. Human in the loop, exactly where it counts.
Master data management & self-service
Address changes, contract updates or status inquiries: The customer handles standard processes directly in the chat, with no waiting time and no media disruption. The data flows automatically into the BSI Customer Suite.
