With traditional chatbot technology, the automation of full case resolution will always have a limited ceiling. Most systems are limited to recognising keywords, and responding with a canned answer or link to an FAQ. When tickets require data from an outside system to answer a question, or when multiple steps are required, full case resolution isn’t possible with a chatbot.
Quonversa business process automation engine extends the possibilities of what can be handled without human intervention. The flexible workflow builder brings together multiple systems through integration. Whether the customer needs a hotel booking, a flight booking seat change or a package rerouted, business process automation can connect the dots and deliver a resolution.