Combine Microsoft Teams, IBM Watson Assistant and Facebook Messenger

Chat middleware that gives you any live chat, any channel and any chatbot.

Over 100 million daily active users are now working on Microsoft Teams which means they can instantly expand it to support omnichannel live chat with IBM and Microsoft bots. Customer Centre agents no longer have to move between a live chat solution and their internal collaboration system. Instead they can bring customers closer and improve CX but having those chats right there in Teams.

The Captivate Hub is a native Teams application, not a tab which means those conversations can be switched around the organisation, other Teams members can be added and the full functionality of Teams is preserved.

The Microsoft Bot Framework and Microsoft’s Natural Language AI, LUIS are supported. These allows customers to easily integrate AI conversation into their chat ecosystem.

The Hub will provide all standard channels as well as agent support via integrated live chat solutions.

The Captivate Hub will convert chat to support Facebook Messenger as a channel. Bot shortcuts are translated and cards, emoticons, images and file uploads are supported.

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Combine Microsoft Teams, IBM Watson Assistant and Facebook Messenger

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Office

Contact

Social media

Technology Needs

Avoid vendor lock-in

Reduce point-to-point integration between front and back-end

Reuse to make IT investment go further

Engage with business users around their tech choices

Begin to implement new and emerging tech

Abstract underlying systems and vendor NLP from interfaces

Use Hub to route conversations to the correct system or escalate to human

Create and own assets and integrations and reuse across applications

Create and own the conversational strategy across the organisation

Use data captured to train ML/AI systems

Business Needs

Better Customer Experience

Engage with IT around new Tech

Reduce customer service costs

Scale digital across business

Make better use of customer data

Seamless interaction through any channel

Reduce cost and simplify management of conversational systems

80/20 rule – handle the majority of requests without human

Create once and use across domains to scale digital transformation

Capture and use the data created by customers