Written interaction
The usual starting point. Customers write in the customer-service interface, in any of South Africa's 11 official spoken languages. Answers stay inside your approved knowledge.
Abilities of your Chatterbox
Start with what you need today.
Understands, Listens and Converses are how customers interact: typing, voice notes and live voice. Reaches, Connects and Acts are added when the work needs them: telephone and SMS, a link to your phone system, and actions in your business systems. They are abilities of one intelligence, not separate products.
Interaction
Three ways to interact. One intelligence inside.
Two-way voice messaging
Customers can speak a message instead of typing. Your Chatterbox understands it and answers, read or spoken back. English, isiZulu and Afrikaans. No live telephone call needed.
Live conversation
Spoken two-way conversation in your personalised customer-service interface, still from your knowledge and your rules. Same language coverage as two-way voice messaging.
How customers interact
- Understands
- Listens
- Converses
Added when the work needs them
- Reaches
- Connects
- Acts
Added when needed
Access, connection and action are not a second product
Telephone, two-way SMS and email
Public numbers and live two-way SMS are added after a short live Pilot, where you settle who owns follow-up and where a person takes over. Connects to your existing telephone numbers where supported. They do not replace the customer-service interface as the way in.
You can also forward customer-service emails to your Chatterbox: it reads and understands each one, answers routine questions or prepares a draft reply for your approval, and turns the rest into instructions for your team.
Joins the phone system you already have
Your Chatterbox joins the phone system you already have: PABX, SIP trunks and department queues. A live conversation can be transferred to a person, a department or an extension, with the context attached.
A transfer-only option works without public numbers. Added after a Pilot.
Connected next steps
Capture a structured request and start an approved action. Where judgement, exception or authority is required, a person still takes over with the context attached.
Every Chatterbox still includes
Your approved knowledge
It answers from what you approve. If the answer is not there, it says so and captures the request for your team.
Conversation Memory
A follow-up, a change of topic, or a return later does not force the customer to start again. The same thread is still there when a person takes over.
A path to your team
What cannot be resolved is captured and handed over with the context attached. Urgent matters are recognised, flagged with the reason, and handed to your team.