Blended Conversation is a fruition of Instant Messaging framework and the Guided Conversation bot builder, a low-code platform for customer self-service. The IM framework helps businesses seamlessly integrate any messaging application (like WhatsApp, Telegram, LINE, WeChat, Messenger, or Instagram) with Zoho Desk. Meanwhile, Guided Conversations for Zoho Desk empowers business users to build robust self-service flows that guide customers throughout their journeys and strengthen their relationships with the brand.

To facilitate comprehensive support experiences for your customers!
Bots can be accessed around the clock from any device. With Desk's Instant Messaging platform, you can easily implement conversational bots across multiple channels, such as WhatsApp, Telegram, LINE, and WeChat, to help customers reach solutions quickly and conveniently.

A customer service bot uses artificial intelligence and natural language processing rules to understand customer questions and provide prompt and relevant responses. Bots retrieve data from FAQs and knowledge base articles to answer simple questions using a preferred tone.

    •    Provide effectual support.
    •    Improve SLAs.
    •    Enhance the user experience.
    •    Allocate resources effectively.
    •    Reduce repetitive tasks.
    •    Increase employee productivity.
    •    Facilitate contextual support.

We are excited to introduce the new Blended Conversations feature, which seamlessly combines the capabilities of bot-powered conversations with human conversational capabilities.

Bots can save agents time by quickly resolving common questions, and details collection can aid agents in focusing on more complex issues.
 
When simple questions become more complex, or the customer requests a live interaction, chatbots can transfer the conversation to an agent. Bots should also be intelligent enough to understand the conversation's context and know when to suggest that customers chat with a human agent. Agents can delegate most manual and transactional tasks to bots while controlling the overall service experience. As experts say, a smooth conversational experience for customers requires human and bot agents to work together to resolve a range of customer concerns.

Blended Conversations is the next step toward an enhanced customer journey. ‌While automating the customer support experience can increase productivity and offer convenience, a personal touch remains crucial.
 
Conversational AI can help customers with a wide range of tasks and ease in answering large volumes of customer queries – and make your customer service almost infallible. Having a human agent on standby is always more reasonable because humans are best equipped to handle certain kinds of customer interactions.
 
A bot + human hybrid approach is ideal for optimizing your customer interactions, and Instant Messaging is your best option when it comes to effectively implementing that approach.