Category · Channels
Live chat software that handles the question instead of redirecting
Most chat widgets open a conversation and put a bot with fixed choices in front of it. Cuego understands the question, looks up the order and answers, handing over to your team the moment that's better.
Cuego AI agent
- Understand the questionWhat is this about and what does the customer really want to know.
- Gather contextOrder, customer data and earlier conversations from your own systems.
- Prepare the answerAn answer that holds up, with the follow-up action included.
- Get it doneReturn filed, ticket updated, queued for your approval.
A chat widget on your webshop produces two things: visitors asking something before they order, and visitors asking something after they ordered. That second group is the largest, and their question is nearly always about an order the system can look up.
That's exactly where most widgets go wrong. The bot recognises a keyword, offers three buttons and ends at a contact form. The visitor has then made more effort than with a plain email. Cuego pulls in the order and the delivery status and answers within the conversation itself, including at eleven at night.
The situation
Why visitors close the chat
The bot offers choice buttons, none of which match the question the visitor has.
The conversation ends at a form where the visitor fills in details they already gave when ordering.
Outside office hours the chat is off, exactly during the evening when most orders are placed.
How it works in practice
With that context in place, this is what the next step looks like.
Understands plain language
"So where's my parcel" and "still received nothing" are about the same thing. Cuego takes the intent from the sentence and asks a follow-up when something is missing.
Looks up the order
The order in your webshop and the shipping status with tracking are fetched during the conversation, so the answer is about this customer.
Hands over without a channel switch
If a person is needed, your team takes over the same conversation with everything already checked. No new ticket and no second explanation.
What the chat can do
Answers from your own knowledge
The widget draws on your knowledge base and your policy. If the answer isn't there, it says so and hands over instead of guessing.
Evenings and weekends
The visitor who orders at half eleven and immediately hesitates gets an answer right away instead of a queue until Monday.
In the visitor's language
Someone starting in German gets an answer in German, without a separate setup for it.
Matching your brand
Colour, position, text and behaviour you set yourself, so the widget belongs to your webshop rather than the vendor.
Takeover with full context
Your colleague sees the whole conversation, the customer details and what the AI already looked up before typing a first word.
Measures what gets asked
Per topic you see how many chat questions arrive, what was handled independently and where your team made corrections.
From context to result
What it delivers
What bringing context and action together means in practice.
The widget sends nobody to a form. A visitor asks their question and gets an answer from your knowledge base and your order data, in the language they type in. When they want a person, the conversation goes to your team with the full history.
The widget's colour, position, language and opening hours are yours to set.
Answers in the visitor's language
the same language they type in
Knowledge base plus order data
the answer draws on both
Colour, position and opening hours
you set the widget yourself
FAQ
Frequently asked questions
Live chat is the channel: a window on your site where visitor and agent talk. A chatbot is what may sit in front of it to answer automatically. Classic chatbots work with fixed choices and keywords; an AI agent understands the question in plain language and can consult your systems.
The terms behind this
What the terms on this page actually mean, with the calculation and where they mislead in practice.
AI agent
An AI agent understands a question in plain language, looks up information in your systems and carries out the action behind it. That's something other than a chatbot with choice buttons.
Omnichannel
Omnichannel doesn't mean being reachable everywhere. It means a customer who switches channel doesn't have to tell their story again.
First Response Time
First Response Time measures how long a customer waits for your first substantive answer. Automatic acknowledgements make the number look good without the customer knowing anything.
See also
Keep exploring
Everything in Cuego connects. Discover the modules, solutions and integrations that belong with this.
Your Cue to Go.
Everything around your customer. Together.
The Customer Contact Platform where conversations, customer data, knowledge, workflows, people and AI come together. Book a 30-minute demo and see it against your own situation.
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