Hybrid Chatbots for Business

All the benefits of chatbots and live agent interactions in a single solution.

Despite their efficiency, chatbots cannot fully replace human interaction. However, during peak periods — such as seasonal sales, promotions, or delivery delays — live support may struggle to handle the influx of requests.

This leads to a decline in service quality due to staff overload and human error. So how can you ensure automated processing of incoming messages while maintaining a high level of service?
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With ConnectiveOne, it's possible!
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Operator, chatbot, or a hybrid format — which is the right choice for your business?

Customer service through Live Chat, available via chat widgets or messengers, can be divided into three types: communication with an operator, a chat with a bot, or a hybrid format where bots and operators work together as a team. Here's a brief overview of the key advantages of each approach.

Communication with the “live operator”

Your customers or website visitors can communicate in real time with a qualified representative from your team or an external specialist.

Advantages of communicating with a real agent:

No imitations — real communication with a person.

The ability to understand and solve complex tasks.

A fully personalized approach to each customer in service.

Disadvantages of operators:

Operators work only during business hours, and for round-the-clock service, a large team of employees is required.

Significant costs for support.

One agent cannot efficiently manage all communication channels simultaneously.

Slower response times (the agent needs some time to process the request).

On the other hand, live communication between people is essential for solving complex situations, such as during technical support or when additional questions arise during discussions. This personal approach helps build trust in the company, which is especially important for certain business sectors, where it can be crucial.

Chat-bot with buttons (or AI bot):

In this case, the user interacts with an automated system that provides pre-configured responses (for example, FAQ bots with preset phrases and buttons) or is capable of recognizing the context of the request using keywords and phrases (AI-powered bots, NLP-based, or voice bots).

What are the advantages of automated systems:

Responses to inquiries are delivered instantly, without being limited by the company’s working hours.

The cost of customer service is significantly reduced — several employees can be replaced by automated systems.

They can serve multiple users simultaneously across different communication channels.

They are ideal for automating the handling of basic, repetitive inquiries.

Disadvantages:

They are not effective for solving complex or unique tasks.

They may make mistakes or provide incorrect answers (if the AI misinterprets the request).

They still cannot fully replace a human capable of emotional interaction and empathy.

Chatbots are an extremely versatile tool. In business sectors where a significant portion of inquiries consist of simple and repetitive requests, they become a real game-changer. With bots, you can simultaneously manage newsletters across all channels, recommend products, accept payments, automate routine support and marketing tasks, and perform many other functions.

Hybrid chat (operator + chatbot)

What are the advantages of hybrid chat:

Advantages of both approaches.

Scaling efficiency: automate the handling of standard queries with a chatbot, leaving your team more time to address complex tasks and engage in non-standard situations.

Disadvantages:

Requires more time for setup compared to a standard bot.

A platform is required that integrates all channels for seamless and continuous service.

This combination of the advantages of chatbots and live communication with an operator is the best of both worlds! Essentially, it's a bot that allows you to transfer the conversation to a real agent at any moment.
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Thanks to the functionality of the omnichannel platform ConnectiveOne, your concerns are a thing of the past. The Operator Panel provides a unified interface for client and operator interactions, allowing you to intercept the conversation from any connected messenger and continue the chat if the client wishes to communicate with a person or if the bot was unable to provide the needed answer.

Advantages of hybrid chat models for business

Reduction of costs

Optimization of staff costs through automated processing of standard queries.

Optimization of repetitive tasks

Freeing up employee resources from performing routine tasks, allowing them to focus more effectively on other important tasks.

24/7 customer support without interruptions

Comprehensive 24/7 customer support, available at any time and from any location

Customer interaction management through a unified dashboard that integrates all your communication channels (widgets, messengers, and other services).

Providing operator support when needed, as well as having an FAQ bot for 24/7 communication.

Distribution of incoming messages, including assigning topics to conversations and further assigning them to operator groups or specific departments.

Access to customer data and integrated analytical tools.

Thus, hybrid chatbot solutions effectively address the following tasks: the chatbot provides instant responses to users, acting as support for the contact center team, while the ability to connect with an operator in a convenient format enhances customer loyalty and attachment to your company.

How will the integration of a hybrid chatbot change the company's current processes?

In general, the process of processing incoming applications remains unchanged: the chatbot will act as an additional virtual support agent. The bot will only provide answers to those questions that fall within the framework of the provided scenarios (FAQ) or are recognized using NLP.

The level of development of the chatbot depends on the requirements of your company. There are no restrictions on load or functionality (apart from the limitations of the messengers themselves). The ConnectiveOne operator panel module, like the entire platform, is easily integrated with your existing systems.
We, the product development team, have done our best to make the integration process as fast and seamless as possible. Write to us to learn more about the capabilities of our product — we will be happy to discuss your project and offer the best solution.

Conclusions: a hybrid online business consultant

Hybrid model”chat bot consultant+operator” becomes the best solution for modern companies. It combines the speed of automation and the quality of live communication, creating an effective tool for online chat with client.

Advantages for the client:

Instant access to an online consultant;

24/7 online support - chat without queues;

Quick answers to common questions via chatbot for support;

The ability to switch to communication with a real agent at any time.

Benefits for business:

Cost reduction due to automation of routine processes;

Transfer of complex dialogues from the bot operator to the manager;

Increase conversion through personalized responses;

Improving the quality of service and building customer trust.

Hybrid Online Consultantallows the company to combine flexibility and stability, ensuring effective service and sales growth.

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EVERGREEN IT DEVELOPMENT LTD‍

talk@connectiveone.io
Offices: Kyiv, Warsaw, London