Ocelot AI-assisted Live Assistant enables institutions to provide 1:1 assistance for critical issues, ensuring students get the personal touch when needed to keep students on the path to success.
Users engaging with your AI Virtual Assistant on the web or via their phones can now escalate their questions to a real live staff member to ensure the specialized support is there when needed.
Depending on how you have set up your live assistant platform, users have the option to immediately engage with a live agent, request to speak with a live agent, or if they encounter a question the virtual assistant doesn’t know, be given the option to speak with a live agent.
Live Assistant also:
- allows for triage of students so they can be directed to the most qualified agent to address questions
- supports live agents with AI-assisted suggestions to streamline responses
- allows the handoff/transfer of live conversations to other live agents if additional expertise from another live agent or office is necessary
- allows for the authentication by users before or during a live conversation to protect personal information
- is configurable for Zoom video conferencing
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