BOTeye agentic customer support

AI starts by turning spoken language into written text in real time using speech-to-text (STT) technology. This gives the system a transcript it can analyze — even with noise or accents

Once the speech is transcribed, NLP/NLU interprets the meaning — identifying intent (what the customer wants), entities (like account numbers), and context (topic of conversation).

AI doesn’t just read words — it analyzes how something is said.
By detecting tone, emotional cues, and stress, the system can adapt responses or alert human agents when escalation might be needed.

Once the AI understands what’s being said, it can take different kinds of actions

Instead of random assignments, AI matches customers to the best agent based on:
- Language
- Past interactions
- Query complexity or sentiment

When a problem is too complex or sensitive, AI can smoothly hand the conversation to a human agent with full context — no need for the customer to repeat themselves.