With DaVinci’s Omni-Assist, we’ve ensured that when there’s an escalation to an agent, the full transcript is provided—capturing everything from the chatbot interaction to website activity. Omni-Assist leverages AI to not only pass the conversation to the agent but also scan the transcript and suggest next best steps, helping the agent assist the customer more effectively. This approach gives customers confidence in self-service, knowing that if they need to talk to a live agent, they won’t have to repeat the entire interaction.

3 Bold CX Predictions Blog: https://www.amctechnology.com/3-bold-cx-predictions-and-how-davinci-can-support-your-cx-strategy/