The service desk agent that’s always available
- Fewer calls: Virtual agent can help answer simple questions and reduce support costs.
- Mobile chat: Access the virtual agent through your favorite chat applications on your desktop or mobile device.
- Live assistance: Intelligently route chat sessions to live service agents when users need a more personal touch.
Virtual and live chat integrated with all your data sources
The virtual agent is always available and can tap into a variety of data sources so you can give your customers intelligent answers all the time.
Allow users to bypass the virtual agent and chat with a live agent for complex queries.
Convert chat sessions to incidents and log the entire chat history.
Enable users to chat in their native language.
Bring subject-matter experts into a chat session to solve issues faster and deliver great service.
Private chat rooms
Capture knowledge in collaborative, private chat rooms and turn that knowledge into an FAQ.
Take a closer look
- Live service agents can handle up to four chat sessions simultaneously.
- Virtual chat agent contacts the right people based on the request.
- Users can chat in their own languages with instant translations.
- Detailed KPI/ROI reporting shows resolved incidents, average wait times, popular resolutions, FAQs, and more.
"We needed a tool that would allow us to route chat sessions to the proper person or queue. BMC Virtual Chat allows us to route a chat the same way we route an incident."— Kathy Sweet, Amica Insurance