PRESS RELEASE: Bright Pattern, provider of omnichannel cloud contact center software and transcosmos, global leader with over 45 years of experience in outsourced services announces an omnichannel customer service solution for a major consumer electronics company’s Facebook page.
The solution connects the vendor’s Facebook page visitors to customer service using Facebook Messenger. It helps to answer product questions directly on the Facebook page using a popular digital messenger app.
Using the solution, visitors on the Facebook page have access to a bot over Messenger. The bot identifies visitors and helps with common questions. More difficult ones are transferred to live agents along with the full context of the interactions. The conversation can be switched to voice or any other channel such as SMS Text or email by either the agent or the customer. The interaction context is maintained throughout the entire conversation.
“We are excited to combine bots and human-assisted service to offer a great customer experience for such a major G500 company,” said Konstantin Kishinsky, CEO of Bright Pattern. “We are also glad to continue to innovate customer service with our long standing partner transcosmos.”
The cloud software solution is available from Bright Pattern today. The complete service can be obtained from transcosmos.