With Live Expert, you can provide face-to-face consultations at any location with the efficiency of virtual staffing. Companies like Hertz use Live Expert to create hundreds of points of presence at public locations. Staples-Canada uses Live Expert to bring a wide array of services to each location.
Our patented technology automatically routes video calls to agents based on expertise needed, language preference, and location, and manages live queues. Every customer is connected to the right advisor at the moment of need for face-to-face consultation.
Both self-service and video agent assisted service is supported. Customer and agent can co-browse, share documents, share screen, scan driver’s license or passport, and process transactions. The kiosk module interfaces with scanner/imager, MSR, dispenser, RFID and printer.
Services delivered via the kiosk can be provided by your staff or partner organizations. Live video calls are routed to any agent who has the Live Expert Studio, even 3rd parties. Customer queues and waiting rooms are also service or language specific.
Live Expert Studio guides the agent through each step of the transaction process. Agents are provided with prompts, ID verification results, and exception handling messages, and must acknowledge each step. The entire session can be recorded for QA, compliance, and issue resolution.
Live Expert software works with all hardware options – full kiosks, touchscreen terminals, tablets. Customers choose the hardware.
We also provide a full upright kiosk that is “Live Expert ready” with option to add a wide range of peripheral devices.