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Your existing website can become a lot more than an electronic tool. Without having to change it : one line of code suffices. Your site becomes a meeting place and communication platform offering the ultimate User Experience and the best possible business interaction. People buy from people.

Take the step beyond 2.0 and have your website 'attended by humans'.

When the website visitor clicks the button on your website, a number of things can happen, depending on your choice. An instant, live video chat connection can be established, either directly with one specific agent or the video call can be routed to the most suitable agent. In this case, the call follows the pre-defined route that you have set. Or you can opt for a text-chat session first. In this case, the agent will interact by text-chat with the website visitor whereby the agent has the option - at any time during the text chat session - to 'upgrade' the text chat into a video chat. It suffices for the agent to click one button - and for the website visitor to agree - to establish the video chat. Also the text chat can follow the pre-defined routing plan (i.e. to connect with the most suitable agent; depending on the choices and actions of the website visitor).

Both during the text chat call and during the video chat call, the agent can activate the 'co browsing' function whereby the agent (following explicit permission of the website visitor) can provide visual indications on the screen of the website visitor (pointing areas, submission fields, etc...) while still talking (audio) with the visitor. It is important to note that the agent only has access to the screen of the website visitor and not to the actual computer or hard-disc. In other words, the agent can show but cannot enter or access data or make changes. This safe feature is very convenient and powerfull for agents who need to guide visitors. This enhances the user experience formidably because the website visitor can be assisted by a real person throughout every step of the process; also the unexperienced website users. Needless to say that this feature not only improves the level of service but it also increases conversion and reduces bounces.

The Human Avatar™ communicates fully automatically with your website visitor. The intelligent video-program interacts naturally with the user. The Avatar - who services the customer in the language of choice- can be programmed to get access to data-bases and ICT systems and can be instructed to deal with many contingencies. Live data can be provided, captured and processed. The Avatar is flexible to be programmed to be integrated into your specific business processes and it minimizes the necessity of human involvement.

For complex or sensitive situations - or for those cases where you prefer real human contact with the customer - the Avatar establishes a live connection with your most suitable co-worker ; who could be in a any location and who does not need any special equipment or software. If your co-worker is not available at that time, the Avatar will deal with this appropriately and capture the contact details of the website visitor.

The balanced combination of the automatic Human Avatar and the Live Video Communication with your co-workers, guarantees the best customer service.

Business Applications

Compelling Business applications include Customer Support, Sales, Training, Promotion, Demonstrations, Satisfaction Surveys, Market Research, Recruitment & Selection.

Services & Features

There are 4 types of services to choose from.

BASIC The Human Avatar™ welcomes the website visitor, provides information, captures contact details and informs you about the encounters.

STANDARD The website visitor pushes a button on your website and is connected - in high quality video - with one of your co-workers. The button appears only when your co-worker is available. Your co-workers needs only a PC. Full data collaboration and file transfers.

ADVANCED The Human Avatar™ and members of your staff, work side by side to assist the customer. While 80% of the customer interaction is fully automatic, the remaining 20% is handled live by your co-workers, who could be in any location and who do not need software.

SUPREME This top-of- the-line service gives you all the features of the ADVANCED service but is highly customized and integrated with your business processes, databases, ICT systems such as ERP, CRM, CMS, etc…

Reporting

Detailed cloud-reports are available to provide you with the statistical data and business intelligence of what expired on your website. Thanks to the .csv outputs, you can create your own Excell reports and graphs as you deem fit. This enables you to continuously improve your service level and to streamline your business processes.

Security

Security and integrity of data is at the very top of the list of our technical features and is of great importance to us. The communication is encrypted and additional security measures are taken. A detailed whitepaper describing these security measures and techniques is available upon request, subject to an NDA. To protect yourself and to ensure the right level of security, we do not offer these services for http:// websites but only for https:// If you currently do not have this technology and certification, our consultants will be happy to assist you with putting this in place.

Pricing

Available as of 10 €/ US$ per month.
For detailed pricing

Business Rational

Four compelling business reasons to use Attended by Humans

Excel in service

Your website comes to life and becomes truly...
attended by real people.
Be available for your customers when it matters.
Excellence in online customer support!

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Convert visitors into buyers

Attended By Humans MAXIMISES the conversion rate
1. It minimizes bounce rate by direct, human contact.
2. It increases quality of online customer support. In real-time.
3. And enables you to grasp every sales opportunity by getting personal, face to face.

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Increase sales

'Attended by Humans' increases the chances that a visitor 'landing on your web-page' will actually place the order.

By providing the exact information at the right time to the right person and by helping the customer actually placing the order, you have the perfect opportunity to increase your sales.

You are meeting face to face with your customer at a time when they are in need of your product or service! There is NO better time to close the sale!

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Improve productivity

The reporting module of the system will provide you with detailed statistics on what went on:

Who asked what and when to whom? How long did it take? Was the customer satisfied with your level of service? What is the occupancy of your co-workers? Which questions were raised? What is the distribution of the customer requests throughout the day, week, month or year? How long did your customers have to wait? What is the utilization rate of the equipment? etc...

This information can be retrieved from the system at any time.

Thanks to this valuable insight, you have a powerful lever to improve your operational and sales process continuously by re-shaping and remapping your routing plans and streamlining your operations. Based on facts and figures.

The ability to use pre-recorded content as answers to F.A.Q. offers you the possibility and flexibility to automate some of the questions in order to relieve your back office agents, while improving the perceived level of service of your customers.

In short: the system provides very tight management control based on statistical business facts. It enables you to balance the requests from your customers with your available resources.

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Demonstration

Watch this video to view a simulation of how it works and to get a feel of what your customer will experience; after pushing the button on your website.

DEMONSTRATION

For a real, live demo please submit your details. We will contact you within 24 hours. Yes I am interested in a LIVE DEMO

Contact Us

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FEATURES	BASIC Avatar only This service features the standard Avatar, with standard pre-recorded video interaction. The button is always visible.	STANDARD Live communication only This service does not include the Avatar function but provides a push button that – when pushed - will establish a live video connection with one of your agents. You can design your own push button (shape, color, message, logo, photo, etc…). We will send you a short html script which will allow you to embed that button in your website (on as many landing pages as you deem fit). When the Agent sets his/her status to 'available' in his/her cloud-user interface, then the website button will appear. When the agent is not available or busy in a call, then the push button will not be visible. As result, the website visitor will never push a button when no one is available. This maximizes the user experience.	ADVANCED Avatar + Live comm. Includes both the Avatar AND the live video connection functions, combined in one single website service. This way, your website visitors will always find the website hospitality you want to offer them. The combination of both technologies helps to convert, to sell and to service better.	SUPREME Bespoke app. This includes the ADVANCED features but it goes a lot further in terms of customization and integration with your existing databases and ICT systems. The processes are tailor-made to fit exactly with your business requirements. This top-of-the-line service will not only save costs (we recommend 80% automatic Avatar interaction and 20% live human interaction) but it will also boost your level of service, maximize your conversion rate and help to sell more. Our business analysts can assist you in designing the new businesses processes, which will be designed 'from the perspective and through the eyes' of your website visitor and customers. This leads to the ultimate user experience.
Attended by Humans
1. LIVE video connection with remote person ('agent')
During the live video connection :
Communication in Video - Audio - Text chat It is possible to communicate using text chat, audio or video. And of course a combination of the three.
Transfering documents (between agent and user) The agent and the website visitor have the ability to send documents to each other, during the session. This can be a pdf or any other format (which is not too large in size).
Desktopsharing by Agent The Agent can share the desktop of his/her PC to show presentations, URL's, etc..
Data collaboration by Agent (content from cloud server) The Agent can show content residing on the cloud server, such as video clips, animations, documents, presentations, etc…
Dynamic, automatic routing to most suitable agent In the cloud-based 'Manager' specific 'routing plans' can be defined. This will ensure that the website visitor is automatically routed to the most appropriate agent who possesses the right skills and who has access to the right databases. This helps to maximize the user experience of the website visitor.
2. AVATAR The AVATAR is a clever combination of pre-recorded video content and pre-programmed transactional processes which interact fully automatically with the website visitor. The intelligent Avatar can take over some of the functions and tasks of a co-worker. The Avatar looks and feels like a real person and is not a digital avatar. We call it the 'human avatar'.
Avatar 5 language choices EN FR IT ES NL The off-the-shelf Avatar is available in 6 basic languages : English, French, Italian, Spanish, Dutch and German.
Avatar informs user about best way of working The Avatar explains the website visitor how to use the system and what the technical requirements are for best user experience and highest quality.
Avatar welcomes visitor and explains The Avatar welcomes the website visitor to the website and explains what the system can do for the visitor.
Avatar offers user to leave contact details & message The AVATAR offers fill-in boxes for the user and asks to leave contact details . This helps to capture the contact details of the website visitors and enables contacting them later.
Avatar sends e-mail to inform contact person(s) The Avatar can be programmed to send an e-mail to a person or persons of your choice. In that e-mail, the identity of the website visitor is shown, together with any message he or she may have left.
Avatar Transfers call to live agent The Avatar establishes a live video connection with a real person ('agent') in a remote location. This can be programmed to take place at the timing of your choice.
Avatar thanks visitor for visit The Avatar says goodbye to the website visitor and thanks for the interest shown.
Avatar takes message when agent is not available When the website visitor wished to be connected with a live person, but nobody is available at that time, to take the call, then the Avatar will inform the visitor and request to leave contact details and a message. The Avatar informs the absent agent (and anyone else you want to be informed) by e-mail and explains to the website visitor that he/she will be contacted soon.
CUSTOMIZED
Avatar other/additional languages It is possible to add new Avatar video recordings featuring additional languages. You need the provide the texts, and we will do the rest.
Avatar in customized processes/programs The system is flexibly programmable. The system-process you want to deploy and and the user experience you want to achieve, can be customized to fit your own business requirements.
Avatar with customized background / Logo You can add your own designed background behind the standard Avatar and you can show your logo or other branded visuals. This will enable you to customized the video window to match your house-style and website look-and-feel.
Avatar with custom-designed push buttons You can design your own pushbuttons (colors, shape, texts, etc..) to better suit your house-style and to match the look and feel of your website.
Avatar your actor as Avatar (not standard Avatar) You can choose to use your own actor/actress for the Avatar functions. We can do the video recording for you. But it is also possible to shoot/edit the video clips yourself and we will integrate them for you, as your own personal avatar. We can provide detailed instructions and recommendations to achieve the best possible quality and user experience.
3. REPORTING The cloud-based 'Manager' enables you to extract .csv raw reports. You can import this data into your own Excell spreadsheets to build your own reports and graphs. This enables you to keep track of how the users use the tool and the statistical data provides you with the information to better streamline your processes and maximize user experience.
4. INTEGRATION WITH YOUR ICT / DATABASES / PROCESSES Our team can work – in collaboration with your ICT staff – on integration with existing databases and ICT systems. This makes it possible to show up-to-date and relevant information to website visitors and to capture any information they may enter, to process it further in your ICT systems. This can add a lot of value to your customers and website visitors, because the Avatar will now be in a position to show accurate information to website users and to interact accordingly, just like a real person would do.

Meet your website visitors face-to-face, via your own website and interactive kiosks

The very first application that combines fully automatic video-service with live video connections.