Conversational & Moderation
AI Chat & Virtual Agent Support in Kenya.
The human team behind your chatbot.
We staff the human layer that takes over when a bot's conversation becomes complicated, emotional or high-stakes, and use every hand-off to improve the automation.
- Escalation handling
- Human-in-the-loop
- Brand-voice review
Under 60 sec
Target pick-up time on escalations
- Escalations, QA, conversation labelling
- Role
- Most chatbot and helpdesk tools
- Platforms
- Business hours up to 24/7
- Coverage
- A better bot and happier customers
- Outcome
Overview
Affordable AI chat and virtual agent support for companies in France, Belgium, Canada and Qatar
- 01
Specialists take over conversations the bot cannot finish, with the full bot history, so customers never repeat themselves.
- 02
A sample of fully automated conversations is reviewed for accuracy, tone and brand voice, and errors go back to your conversation designers.
- 03
Human-handled cases are labelled by intent and outcome, showing exactly what the bot should learn next.
- 04
Containment rate, escalation reasons and satisfaction are reported for bot and human conversations side by side.
At a glance
Targets are agreed per client and written into your SLA.
- Target pick-up time on escalations
- Under 60 sec
- Bot quality and intent reports
- Weekly
- Of hand-offs labelled for training
- 100%
- Human back-up available
- 24/7
What's included
What's included in our ai chat & virtual agent support service.
Take one piece or all of it. Every item runs to documented procedures with an owner, a target and weekly reporting.
- 01
Live escalation handling
Taking over conversations the bot cannot resolve.
- 02
Bot response QA
Reviewing automated replies for accuracy and tone.
- 03
Intent labelling
Tagging conversations to train the model.
- 04
Knowledge base updates
Filling the content gaps your bot relies on.
- 05
Live session supervision
Watching sensitive chats and stepping in when needed.
- 06
Automation insights
Recommending the next intents to automate.
How it fits together
Humans and bots working as one.
The bot handles routine questions, low-confidence chats go to a person, and every resolved case becomes training data for the next version.
How it works
How ai chat & virtual agent support with Maxed BPO works.
A supervised path from first call to a fully managed team, usually live within 2 to 3 weeks.
- 1
Review the bot
We study your flows, hand-off rules and past conversations.
- 2
Train specialists
Agents learn your product and your bot's strengths and weaknesses.
- 3
Go live
We take escalations and start QA sampling.
- 4
Improve
Monthly insights feed your automation roadmap.
Who it's for
Who uses our ai chat & virtual agent support service.
- Companies launching or scaling a chatbot
- Banks and telecoms with virtual assistants
- E-commerce brands using AI chat
- Conversational AI vendors that need human back-up
- Teams unhappy with their bot's customer scores
Platforms
Tools and platforms we work in.
Your team works inside the systems you already use. Don't see yours? We learn custom tools too.
- Intercom Fin
- Zendesk AI
- Ada
- Dialogflow
- Copilot Studio
- Rasa
- Yellow.ai
- Freshchat
- LivePerson
- Salesforce Einstein
FAQ
AI Chat & Virtual Agent Support: your questions.
Something else on your mind? Our team replies within one working day.
Speak to a specialist
Tell us your volumes and goals. We reply within one working day with a suggested team and price.
Get a free quoteCan you work with our chatbot platform?
Very likely. We support most major platforms and can learn custom ones.
Will this increase our automation rate?
That is the goal. Labelled hand-offs show exactly what the bot should learn next.
Do customers know when a human takes over?
That depends on your policy, and we follow it.
Can you cover nights and weekends?
Yes, with 24/7 human back-up.
Related AI services
Often paired with ai chat & virtual agent support.
Conversational & ModerationContent Moderation
Content moderation with judgement, consistency and care.
Automation & RoboticsProcess Automation Support
The human exception team behind your automation.
Model Evaluation & SafetyModel Evaluation & RLHF
Careful human judgement for model training and evaluation.
Get a free AI chat support quote
A no-obligation consultation to design your team, hours and price. Most quotes are back within one working day.