Intent-based queues
Route conversations according to the request identified by the AI Agent: card applications, claims, collections, technical support, complaints, policy services.
CBOT LIVE CHAT
Where AI agents and human teams work as one.
Bring AI-handled and human-handled customer conversations into one connected service operation.
CBOT Live Chat combines seamless handover, intelligent queues, multiple simultaneous conversations, AI assistance, supervisor control, operational analytics, and enterprise-grade deployment in one powerful representative workspace. Every conversation. Every queue. Every handover. One live operation.
OPERATIONS PULSE34 active12 waiting9 reps online0:18 avg FRT61% queue load7 AI→human
QUEUES
- Card applicationsWeb · 0:42
- ClaimsWhatsApp · 1:10
- CollectionsWhatsApp · 0:30
- Technical supportWeb · 2:05
- ComplaintsMobile · 0:55
ACTIVE CONVERSATION
Live Chat
I cannot complete my card application.
I can see your application and where it's stuck. Let me help you finish it.
AI ASSIST & CONTEXT
AI Assist
Card application blocked at the document step. Identity verified, application retrieved.
“I've reviewed your application and the blocking step. Let me confirm the required document with you.”
→ Resume application workflow
Live support becomes more powerful when AI and people operate as one team.
Traditional live-chat systems begin working only after a conversation reaches a human representative. CBOT Live Chat is connected to the complete AI journey. Before a representative joins, the AI Agent may already have identified the request, retrieved information, collected data, and completed available workflow steps, and when the conversation is transferred, that work is not lost. After the issue is resolved, the representative can return the conversation to the AI Agent for configured follow-up.
Customer starts with AIAI understands & actsHuman support neededAppropriate queue selectedRepresentative receives contextHuman resolves the issueConversation returns to AISurvey or next workflow
The conversation moves between AI and people. The customer journey remains one.
Everything the representative needs to understand and resolve the conversation.
CBOT Live Chat brings the active interaction, customer information, conversation history, workflow context, available actions, and approved response tools into one working environment.
OPERATIONS PULSE34 active12 waiting9 reps online0:18 avg FRT61% queue load7 AI→human
QUEUES
- Card applicationsWeb · 0:42
- ClaimsWhatsApp · 1:10
- CollectionsWhatsApp · 0:30
- Technical supportWeb · 2:05
- ComplaintsMobile · 0:55
ACTIVE CONVERSATION
Live Chat
I cannot complete my card application.
I can see your application and where it's stuck. Let me help you finish it.
AI ASSIST & CONTEXT
AI Assist
Card application blocked at the document step. Identity verified, application retrieved.
“I've reviewed your application and the blocking step. Let me confirm the required document with you.”
→ Resume application workflow
CONVERSATION MANAGEMENT
- Review incoming conversations
- Accept assigned conversations
- Select from the waiting pool
- Handle multiple at once
- Move between interactions
- Mark a conversation inactive
- Close with an approved category
- Transfer a conversation
- Return to the AI Agent
CUSTOMER & JOURNEY CONTEXT
- Customer information
- Active intent
- Conversation history
- Channel & queue
- Information collected
- Workflow stage
- Actions completed
- Reason for handover
RESPONSE TOOLS
- Predefined responses
- AI-generated suggestions
- Enterprise knowledge
- Files & approved rich content
- Workflow actions
- Conversation categories
- Internal notes where supported
WORKLOAD CONTROL
- Current active conversations
- Configured conversation limit
- Waiting customers
- Inactive conversations
- Representative status
- Queue availability
Less time navigating tools. More time resolving customer needs.
Route every conversation to the team best prepared to resolve it.
CBOT Live Chat lets organizations create different queues for different intents, services, skills, business units, or customer needs, routing conversations according to operational rules and representative availability.
Skill-based assignment
Match customers with representatives who have the required skills or domain authorization.
Availability & workload
Consider online, break, and lunch status, existing workload, configured concurrent-chat limit, and queue assignment.
Customer selection from the pool
Eligible representatives can view customers waiting in queues that match their skills and select a conversation.
Configurable concurrency
Define the maximum number of conversations each representative can handle simultaneously.
Inactive-conversation management
Move unresponsive users to an inactive list, then route them back to the same representative when they return, where rules allow.
The right conversation. The right representative. The right workload.
AI assistance where the representative is already working.
After the human representative joins, AI remains active beside the conversation. CBOT can analyze incoming messages and prepare responses for representative review directly inside the Live Chat interface.
INTEGRATED AI ASSISTANCE
- AI-generated response suggestions
- Conversation summaries
- Relevant enterprise knowledge
- Customer & workflow context
- Recommended next steps
- Suggested wrap-up information
- Information extracted from the conversation
REPRESENTATIVE CONTROL
- Review the suggestion
- Edit it
- Accept it
- Reject it
- Select another response
- Use a predefined response
- Open the supporting knowledge
- Complete a workflow action
AI prepares. The representative communicates.
Move between automation and human service without breaking the journey.
Audit event per transfer & intervention
AI-TO-HUMAN HANDOVER
- Complete conversation history
- Customer information
- Identified intent
- Extracted information
- Workflow steps completed
- System actions performed
- Reason for escalation
- AI-generated summary
HUMAN-TO-AI HAND-BACK
- Confirm the outcome
- Collect additional information
- Send documents or instructions
- Complete a follow-up workflow
- Run a satisfaction survey
- Continue another request
SUPERVISOR INTERVENTION
- Pause AI responses
- Override a pending response
- Force a conversation to a human queue
- Review the escalation reason
- Inspect intervention history
Automation and human service should be two parts of the same operation.
Give operations teams control of the live-support workforce.
CBOT Live Chat lets team leaders and supervisors see how the operation is staffed, where demand is building, and which representatives are available.
OnlineAvailableBusyOn breakAt lunchOffline
SUPER AGENT & SUPERVISOR VIEW
- Current status of all representatives
- Active conversations
- Current workload
- Assigned queues
- Waiting customers
- Inactive conversations
- Unassigned interactions
- Concurrent-conversation usage
- Queue congestion
OPERATIONAL ACTIONS
- Reassign conversations
- Intervene in active conversations
- Move conversations between queues
- Force escalation
- Review conversation details
- Manage representative availability
- Inspect audit records
See the complete operation while every representative stays focused on the customer.
Manage digital conversations across the channels customers already use.
CBOT Live Chat provides a unified human-support environment for conversations originating from approved digital channels, with available context, history, and workflow information following the customer into the representative workspace.
WebsiteMobile applicationsWhatsApp BusinessFacebook MessengerInstagram DirectTelegramMicrosoft TeamsCustom enterprise channels
IN ONE UNIFIED EXPERIENCE, REPRESENTATIVES SEE
- Channel source
- Customer identity
- Conversation history
- Interaction context
- Shared files
- Workflow status
- Previous AI activity
Different channels. One representative experience.
See what is happening across the operation, while it is happening.
CBOT Live Chat gives operations and management teams real-time and historical visibility into conversation traffic, queue performance, representative workload, service quality, and customer outcomes.
ACTIVE
34
WAITING
12
AVG FRT
0:18
REPS ONLINE
9
AVERAGE FIRST-RESPONSE TIMEREPRESENTATIVE DATA
AI VS HUMAN BY QUEUEREPRESENTATIVE DATA
Card apps
Claims
Collections
Complaints
QUEUE STATUS DISTRIBUTIONREPRESENTATIVE DATA
- Being served
- Waiting
- Inactive
- Resolved
Operations pulse
What is happening now: active and waiting conversations, queue load, wait time, and representative availability.
Service performance
How efficiently conversations are being resolved: response time, handling time, resolution, and satisfaction.
Team & queue analysis
Where staffing, routing, or training requires attention: workload, queue distribution, and per-representative indicators.
The full operational metric catalogue is available inside the product and expandable documentation. Chart values shown here are representative.
Move from conversation traffic to operational decisions.
ENTERPRISE LIVE SUPPORT
Built for environments where conversations and customer data must remain under control.
CBOT Live Chat is designed for banks, financial institutions, insurers, telecom companies, retailers, public-sector organizations, and other enterprises operating high-volume digital customer-service environments, supporting the security, data control, scalability, continuity, and deployment flexibility regulated organizations require.
SaaSPrivate CloudHybridFully On-Premise
COMPONENTS THAT CAN RUN FULLY ON-PREMISE
- Live Chat application
- Customer conversations
- Conversation history
- AI Agent runtime
- Supported model inference
- Enterprise knowledge & RAG
- AI response suggestions
- Analytics records
- Integrations
- Audit logs
ENTERPRISE SECURITY & CONTROL
- Role-based access
- Enterprise identity integration
- SSO
- MFA
- Configurable data retention
- Encrypted storage & transmission
- Audit trails
- Customer-controlled boundaries
- Private integrations & endpoints
SCALABILITY
- Concurrent conversations
- Queue traffic
- AI request volume
- Representative activity
- Enterprise workload requirements
Enterprise live support without forcing customer conversations outside the approved environment.
FLEXIBLE LIVE-SUPPORT ARCHITECTURE
Use CBOT Live Chat, or connect the agent workspace you already operate.
CBOT provides its own mature, enterprise-grade Live Chat application for organizations that want a fully integrated AI and human-service environment. The CBOT platform can also connect AI Agents to supported third-party contact-center and customer-service workspaces, so you can introduce CBOT's AI capabilities without replacing an existing live-agent platform.
CBOT LIVE CHAT (NATIVE)
- AI-to-human handover
- Human-to-AI hand-back
- Intelligent queues
- Skill- & intent-based routing
- Multiple simultaneous conversations
- AI-generated response suggestions
- Supervisor control
- Real-time operations
- Historical analytics
- Private-cloud & on-premise deployment
EXISTING LIVE-AGENT PLATFORM (CONNECTED)
- Connect CBOT AI Agents to an approved environment
- Genesys
- Microsoft Dynamics 365
- Existing contact-center platforms
- CRM-based service workspaces
- Private enterprise agent consoles
CONTEXT THAT CAN BE TRANSFERRED (BY PLATFORM & SCOPE)
- Customer information
- Conversation transcript
- Identified intent
- Collected information
- Workflow status
- Actions already completed
- Reason for escalation
- AI-generated interaction summary
Supported platforms and integration scope may vary according to solution architecture and project requirements. Vendor names indicate possible environments and do not imply a strategic partnership, certified connector, or native integration unless officially confirmed. CBOT Live Chat remains the native, most deeply integrated experience.
Transform the service operation without forcing a rip-and-replace decision.
Built in the environments that set the highest expectations.
CBOT Live Chat is used as part of customer-service operations across banking and large-enterprise environments, and has been developed and continuously improved since 2020.
Challenge
A LARGE ENTERPRISE NEEDED TO MANAGE HIGH-VOLUME AI-TO-HUMAN CUSTOMER CONVERSATIONS WHILE RETAINING DATA CONTROL AND OPERATIONAL VISIBILITY.
Transformation
CBOT LIVE CHAT CONNECTED AI AGENTS, HUMAN REPRESENTATIVES, INTELLIGENT QUEUES, AI ASSISTANCE, ENTERPRISE SYSTEMS, AND REAL-TIME MONITORING WITHIN ONE OPERATION.
Outcome
THE ENTERPRISE IMPROVED SERVICE CONTINUITY, REPRESENTATIVE PRODUCTIVITY, QUEUE MANAGEMENT, AND CUSTOMER RESOLUTION.
Live Chat-specific customer references and metrics are published only where confirmed as Live Chat deployments, with use case, measurement period, scope, and source approval. CBOT's total enterprise or banking customer count is not applied specifically to Live Chat.
Frequently asked questions
What is CBOT Live Chat?
CBOT Live Chat is an enterprise live-support workspace that lets human representatives manage customer conversations transferred from AI Agents or received through supported digital channels. It includes conversation management, queues, routing, representative tools, supervisor control, AI assistance, and operational analytics.
Is CBOT Live Chat part of the CBOT platform?
Yes. CBOT Live Chat is natively integrated with CBOT AI Agents, conversation context, workflows, analytics, enterprise knowledge, and governance capabilities.
Can conversations be transferred from an AI Agent to a person?
Yes. The available conversation history, customer context, identified intent, collected information, completed actions, escalation reason, and AI-generated summary can be passed to the human representative.
Can a representative transfer the conversation back to the AI Agent?
Yes. Once the human-specific issue is resolved, the representative can return the conversation to the AI Agent so configured follow-up processes can continue.
Can representatives handle several conversations at once?
Yes. Representatives can manage multiple simultaneous conversations, and the maximum concurrent limit can be configured according to the operating model.
Can queues be created for different customer intents?
Yes. Queues can be defined according to intent, business domain, service, skill, or other configured operational criteria.
Can representatives select customers from a waiting queue?
Representatives with the appropriate skills and permissions can view eligible customers in the waiting pool and select conversations according to the configured operating model.
What happens when a customer stops responding?
After a configured period, the interaction can move to an inactive-conversation list. When the customer returns, the conversation can be reactivated and returned to the same representative where routing rules and availability allow.
Does CBOT Live Chat support predefined responses?
Yes. Organizations can define reusable responses for common questions, processes, and communication requirements.
Does CBOT Live Chat include AI-generated response suggestions?
Yes. Incoming messages can be analyzed and response drafts presented to representatives as suggestions within the Live Chat interface. The representative can review and edit the response before sending it.
Can representatives close conversations using categories?
Yes. Conversations can be closed using configured disposition or category structures for operational reporting and analysis.
Can supervisors see all representative statuses?
Authorized super agents and supervisors can monitor representative status, workload, active conversations, assigned queues, and relevant operational indicators.
Which representative statuses are supported?
Organizations can configure operational statuses such as online, available, busy, on break, at lunch, and offline according to their service model.
What analytics are available?
Teams can monitor real-time and historical indicators related to conversation traffic, response time, session duration, queue load, representative workload, customer satisfaction, resolution, inactive conversations, AI suggestions, and operational outcomes.
Can CBOT Live Chat operate on-premise?
Yes. CBOT Live Chat and the supporting platform components can operate within private-cloud, hybrid, and fully on-premise architectures.
Can customer conversations remain inside our infrastructure?
Yes. In an on-premise deployment, conversation data, supported AI services, knowledge, analytics records, and operational logs can remain within the customer-controlled environment.
Which digital channels can connect to CBOT Live Chat?
CBOT supports approved web, mobile, messaging, social, employee, and custom enterprise channels. The exact scope depends on the solution, channel provider, integration, and deployment architecture.
ONE INTELLIGENT SERVICE OPERATION
Bring AI agents, human teams, and every live conversation into one connected operation.
See how CBOT Live Chat helps enterprises manage digital conversations, preserve context across AI and human service, improve representative productivity, control queues, monitor operations, and keep customer data within the approved environment. Use CBOT Live Chat as your complete representative workspace, or connect CBOT AI Agents to the live-support environment you already operate.