An article at a B2B e-commerce website provides some insight into how the Live Chat feature on Young Living’s website works…
“The technology scans the consumer’s message as she types to find the most appropriate canned messages from a library of responses. After clicking on an answer, the agent can edit the message to fit the flow of the conversation so that it doesn’t come across as unnatural or stilted,” says Darren Gilbert, a Young Living senior manager.
“The technology has cut about four seconds off agents’ average response times, freeing up agents to handle more chats,” says Gilbert.
“Moreover, now that the retailer’s nine agents can answer routine questions quickly, they have more time to devote to more challenging questions,” he says.