AI Interaction Alerts

‍All Talkative customers can now configure AI Interaction Alerts. 

Once set up, these alerts will flag customer interactions that require intervention via automatic notifications. 

It means your supervisors can identify critical or time-sensitive issues instantly.

This enables them to step in quickly, proactively addressing urgent situations before they escalate. 

Real-time alerts for proactive interventions

Powered by Open AI, this feature lets you set custom alerts that notify supervisors about incidents in real time.

These alerts are set up to be triggered by your own specified conditions or scenarios, e.g. "Customer is using offensive or aggressive language."

In addition to the trigger conditions, you can allocate an appropriate alert level (Success, Warning, or Critical) during the set-up process. This reflects the urgency or seriousness of the specified scenario.

When a trigger condition occurs, the AI will flag the interaction by making it flash on the chat monitoring dashboard. 

It can also be configured to automatically send an email, SMS, or push notification to specific supervisors if required.

Each alert can either be assigned to specific queues or applied to all ongoing interactions. 

AI Interaction Alerts work for all Talkative contact channels, including chatbot, live chat, messaging, and video chat interactions.

Custom alerts to fit your unique business needs

The ability to define custom conditions for AI Interaction Alerts means they can be tailored to fit a range of use cases.

You can create multiple alerts and use them to flag both negative and positive incidents, depending on your specific business needs or priorities. 

For example…

• Customer Service: Detecting when a customer is frustrated or expressing dissatisfaction, prompting immediate intervention to de-escalate the situation. You can also flag extremely positive customer feedback, allowing supervisors to recognize and reward high-performing agents.
• Sales: Notifying supervisors when a particularly high-value customer is engaged, enabling timely support and potentially closing deals faster.
• Quality Assurance: Monitoring interactions for adherence to company policies and protocols, with alerts set for deviations.
• Performance Monitoring: Using alerts to identify training needs or performance issues by highlighting frequent issues or areas where agents struggle.
• Crisis management: Immediate alerts for critical incidents, such as security breaches, non-compliance, or threats, allowing rapid response and mitigation.
• Chatbot Interactions: Identifying when chatbots fail to resolve customer issues, allowing human intervention to take over.

However you choose to use them, AI Interaction Alerts will help you maintain service quality and customer satisfaction through proactive interventions.

Getting started 

Need help getting started with AI Interaction Alerts?

Check out the support article, or reach out to your Talkative account manager.

And for more on our latest updates, check out our most recent release notes.

Are you a new customer that likes the look of this update? 

Book a demo today, and check out our interactive product tour.