SightCall enables customers to escalate chatbot conversations to live visual support sessions for faster problem resolution.
SAN FRANCISCO, CA, November 15, 2019 – SightCall today announced it has launched SightCall Video Assistance Chatbot on Salesforce AppExchange, empowering customers to resolve service issues with more precision and efficiency, while freeing agent time. SightCall Video Assistance Chatbot uses Natural Language Understanding (NLU) to resolve customer issues through Einstein Vision, and can escalate a service request to a live visual support session when human assistance is required.
Built on the Salesforce Platform, SightCall Video Assistance is currently available on the AppExchange here.
SightCall Video Assistance Chatbot
The SightCall chatbot exemplifies the utility a visual support interface can provide to service organizations. Available through a mobile device or web application, the SightCall Video Assistance Chatbot can be deployed as a first line of defense to automate responses to routine customer support and technical questions. When human support is needed, the SightCall Video Assistance Chatbot uses Salesforce Omni-Channel to route the customer to a SightCall visual support session with a qualified support expert. The expert can see the issue that the customer is facing and use a suite of Augmented Reality (AR) guidance tools and Artificial Intelligence (AI) insights to resolve the customer’s issue in real time. SightCall can reduce technician dispatch and product returns, while improving customer satisfaction.
Comments on the News
“SightCall Video Assistance Chatbot is the latest innovation from SightCall that combines our powerful visual support platform with Salesforce Einstein Vision to create an Omni-Channel experience that automates service requests through AI and machine learning,” stated Thomas Cottereau, CEO of SightCall. “Some chatbots are built for replacing humans, but SightCall is built for empowering them. Our chatbot triages service requests to free up your agents from routine tasks. Once the chatbot recognizes that human intervention is needed, it routes the request to a qualified expert to conduct a live visual support session. We are excited to bring SightCall Video Assistance Chatbot to Salesforce AppExchange, where we can help more customers digitally transform their service organizations through video communication.”
“We love seeing our partners build solutions like SightCall Video Assistance Chatbot on AppExchange, as we realize our ecosystem is a big part of what brings the Salesforce vision to life” said Taksina Eammano, VP of Product Management, AI and Automation at Salesforce. “Giving customers the ability to tap into automated solutions such as this empowers them to resolve customer issues remotely.”
About Salesforce AppExchange
Salesforce AppExchange, the world’s leading enterprise cloud marketplace, empowers companies to sell, service, market and engage in entirely new ways. With more than 5,000 listings, 7 million customer installs and 90,000 peer reviews, it is the most comprehensive source of cloud, mobile, social, analytics and artificial intelligence technologies for businesses.
SightCall is a global video cloud platform with a decade of experience enabling visual support interactions for enterprises in over 90 countries around the world. Enhanced by Augmented Reality (AR) and Artificial Intelligence (AI), the visual support technology digitally transforms service organizations, notably improving first time fix rates, decreasing truck rolls and increasing NPS. SightCall is headquartered in San Francisco with offices in NYC, Boston, Paris, London, Frankfurt and Singapore. For more information, visit: http://www.sightcall.com, follow SightCall on Twitter (@SightCall) or connect with SightCall on LinkedIn.
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