As leads and customers visit your website, wouldn’t it be great if your Conversica agent were there to greet them and provide instant assistance?

With Conversica’s Website Chat communication channel, it’s easy to have a dynamic web engagement experience - powered by semantic search and large language models - to answer just about any question a visitor asks and engage your website visitors.

Conversica Chat enables your agent to:

• Have authentic real-time conversations reacting and responding to complex and free-form questions.
• Leverage your custom knowledge base to deliver accurate responses.
• Use a Large Language Model to answer uncommon questions while keeping the web visitor focused on your desired outcome.
• Kick off a conversation with a web visitor with the intent of:
  • capturing contact data
  • connecting the visitor with the information they need
  • answer questions that help them progress to the next stage
  • connecting to a rep for a demo or support
• Capture questions and provide clients with insights to evolve and adapt their fact base 
  Direct customers to learning or support resources.
• Reduce marketing funnel leakage.

How does it work?

When a visitor clicks the chat icon in the lower right corner of your site, a chat window appears to help guide them to the answers they need. Your agent will provide a true conversational experience where the visitor can ask any question about the brand and the agent will guide them through a conversation. Based on the question that is asked, the agent may decide to capture additional information like name and email address so that a lead can be captured/created in your CRM or MAP and followed up later with asynchronous email communication based on their online conversation. You will notice that there are no quick reply buttons to try and steer the conversation into predetermined flows. 



Example chat prompts include:

• “I’m looking for resources to learn more.”
• “I’d like to schedule a demo.”
• “I’m a customer and need support.”
• “Something Else”

As the visitor inputs what they need assistance with, your agent quickly identifies the best response to serve. Whether the question is brand related or off-topic, the agent will politely answer and redirect them back to the business topic.

If the visitor needs additional assistance, your agent will ask for the visitor’s name and email address so a team member can follow up.

Based on the set up your agent will follow up with the lead via email (if provided) after the online chat conversation is over and ensure it follows up with their previous query and qualifies them to meet a sales representative.

Technical Details

FAQ

Q: Can I capture lead information from website chat visitors in my CRM or MAS?
A: Yes, we currently support integration between website chat and Marketo, Salesforce, Eloqua, MS Dynamics, and the Dealersocket CRM. We plan to add additional CRM integrations over time. We realize you may have very specific opt-in rules and we will work with you to leverage this new capability in a way that honors your specifications.

Q: Is your website chat capability available in other languages besides English?
A: Chat supports any common language out of the box via the Google Translate API (60+ languages, no configuration needed).

Q: Does your website chat capability adhere to GDPR requirements?
A: Yes, as with the rest of Conversica’s platform we adhere to a strict privacy policy detailed at https://www.conversica.com/legal-info/privacy-policy and our Trust Site https://trust.conversica.com/. 

Q: Does Conversica use ChatGPT?
A: Conversica utilizes a unique, innovative approach to Conversational AI. We combine our own proprietary machine learning models with a combination of leading large language models to deliver natural, on-brand conversational experiences. Conversica has been at the forefront of applying GPT and other large language models since their earliest availability, and our multi-model approach ensures high availability and the best possible outcomes for every interaction.