Meeting consumers in chat

Why we built it

Not every consumer wants to pick up the phone. Many would rather type a question on your website or payment portal, at a time that suits them, without waiting on hold or for a callback. For servicing questions in particular, chat is often how consumers expect to reach you.

Offering chat usually meant hiring people to staff it, so teams without a chat team simply didn't offer it. Teams already on Zendesk chat needed an AI agent that could share their queue and hand a conversation to a person without losing what was said.

How it works

proAgent now handles chat as well as voice.

• An embeddable chat widget puts proAgent on your website or portal with a single script.
• The chat agent is the same proAgent behind your calls, working from the same configuration and verification steps.
• For teams on Zendesk, proAgent runs inside Zendesk chat and hands conversations to your agents with the full exchange intact.
• Your agents see what proAgent already covered, so the consumer doesn't start again when a person joins.

What you get

Consumers can reach you on the channel they prefer, at any hour, and get the same answers and options they would on a call. Customers with no chat team can offer chat for the first time without adding headcount. On Zendesk, your people handle the chats that need them and proAgent handles the rest.

proAgent on chat is live today, both as an embeddable widget and on Zendesk. Talk to your Prodigal team to add chat to your proAgent deployment.