Inbox

The Soca Inbox is not just a place to receive messages; it’s the command center for your Customer Service (CS) team:

Real-Time Conversation Monitoring: Oversee all interactions occurring between the End User and the AI Chatbot directly. View the complete conversation history to understand the context of the customer’s issue.
Human Takeover & Switch: Deliver superior service with instant interruption capability. When a conversation becomes too complex or requires human empathy, the CS Agent can immediately take over from the AI Chatbot with a single switch button click. The conversation will be seamlessly transitioned from the AI to the Human Agent without requiring the End User to repeat their message.
Task Management (Ticketing): Allocate, prioritize, and track customer cases directly from the inbox to ensure no query is missed and all issues are resolved quickly.

Combine the speed of AI and the emotional intelligence of humans for maximum results:

Boost Efficiency and Customer Satisfaction (CSAT):
- The AI Chatbot handles 80% of repetitive and simple questions quickly (24/7).
- Human Agents can focus on the 20% of complex cases requiring in-depth resolution. The result? Faster response times, better quality answers, and increased customer loyalty.
Optimize Operational Costs:
- Reduce your Agents’ workload and allocate human resources more wisely. Investing in this intelligent inbox will cut your CS operational costs in the long run.
Accurate Data & Insights:
- Every interaction is recorded. Analyze AI performance, Human Agent speed, and customer query trends to continuously refine your service strategy.