The Challenge The company had previously implemented a chatbot experience designed to help route conversations to agents - but managing conversation paths within the platform proved overly complicated. Hard-coded patterns, fragmented systems and unclear ownership created unnecessary headaches for agents. Additionally, without the ability to track and report within the tool sets, teams couldn’t see if a customer received enough customer service interactions - or too many. Communication between internal teammates looked the same. The company needed an easier, more intuitive way to observe communication and reporting gaps in one tool set from all channels. It reached out to Insight for help implementing a solution that would provide a consolidated view of all customer interactions.

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