Userlike

Seamless Transition From Chatbot to Live Chat

What happens if the chatbot doesn't know what to do? A chatbot does not have an answer to every question, either because it has not yet been trained on the topic or because the question is too complex to be answered by a chatbot. However, if the moinAI chatbot is unable to answer a question, a so-called human takeover can be initiated.

During a human takeover, the chatbot passes on the conversation to a service employee. For the user, this transfer is very convenient and requires no effort, as the conversation persists in the same chat window or widget thanks to the Userlike connection.

moinAI's Userlike integration makes a combination possible that takes the user experience to a new level: The combination of an AI chatbot and live chat.

Good to know: This also works completely without integration! moinAI also has a live chat, which you can use in combination with the moinAI chatbot without any additional effort. In this way, you avoid having to connect different systems together and can manage the two automation solutions directly from a single source. For more information about moinAI's live chat, please visit our live chat page.

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moinAI x Userlike: Seamless Communication For Your Customers

• 24/7 availability: A combination of live chat and chatbot offers the great advantage that your customers can ask questions and receive answers around the clock. During and outside the service hours of live chat employees, the chatbot supports customers with their concerns.
• “Easy access” through online chat: With the help of the chat communication channel, customers can contact the company directly on the website and without detours. In this way, they avoid long queues on the phone or an endless search for the right answer in the FAQ area.
• Answers in seconds via chat: In today's fast-paced world, we're used to getting instant answers to our questions. The combination of live chat and chatbot makes it possible!
• Seamless transition from chatbot to live chat agent and vice versa: By interrupting the user journey, companies risk losing customers along the way. With a combination of live chat and chatbot, you can transfer directly from one channel to the next without the customer having to leave the chat window.

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moinAI x Userlike: Easy Conversation Processing For Your Employees

Use the Userlike interface to make communication processes easy by automatically assigning chat requests within the chatbot to live chat agents.

Userlike defines and names the four possible behavior modes of a chatbot in connection with Userlike as follows:

1. Service time
   moinAI is online outside service hours and answers incoming user inquiries. During service hours, all chat requests go to your service team
2. Representation
   moinAI is always online and accepts chats when the service team is currently running out of capacity.
3. Human
   moinAI is always online and accepts chat requests in parallel with the service team.
4. Firewall
   moinAI is always online and receives all chat requests to either answer, categorize, or forward them directly.
   

The moinAI CSM team recommends testing all modes, starting with the mode service time.

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moinAI x Userlike: This Is How It Works In The Background

One of our most important priorities is ease of use and an excellent user experience, both for website visitors and customers, as well as for employees who come into contact with moinAI.

The transfer from the chatbot to the live chat agent (a so-called Human Takeover) works smoothly for the user, who can simply stay in the same chat window and wait for the live chat agent to get in touch. However, this takeover is also very easy for the live chat agent in the background. You can see exactly how this works in the video:

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Use Userlike Live Chat and Benefit From moinAI's Chatbot

moinAI has years of experience in automated customer communication and is therefore the No.1 AI chatbot on the German-speaking market with its Made in Hamburg solution. With a combination of moinAI and Userlike, you can benefit from concentrated AI and service expertise and offer your customers excellent service.