Advisor Console

The Advisor Console centralises all your customer messages from multiple channels: WhatsApp, AlcmeonChat (chat widget for web and mobile), Facebook, Messenger, Instagram, X, LinkedIn, Apple Message for Business, Kakaotalk, Line, Tiktok, and even Google Business Profile and Trustpilot reviews. Messages are automatically filtered, prioritised, and distributed to the right teams, ensuring that advisors with the best skills handle each interaction.

AI Spellcheck: Automatically corrects spelling, grammar, and syntax, giving your advisors peace of mind and confidence to engage with customers.

AI Translation: Enables advisors to understand and respond in any language, removing language barriers, for your global customer base.

AI Conversation Summary: Automatically summarises long conversations, so advisors can respond quickly and accurately without reviewing full chat histories.

AI Assistant: Provides context-specific, verified response suggestions that advisors can review and send. This feature reduces response time while maintaining accuracy and personalisation.

With Alcmeon, you eliminate the need for traditional ticketing systems and reduce internal management tasks by up to 20%. Everything is more intuitive and conversational, just like the social media and messaging platforms your customers use. Advisors can archive, moderate, or qualify conversations in bulk, speeding up processing and improving productivity. Advisors can also see real-time SLA metrics, ensuring they meet service level expectations and maximise customer satisfaction.

The Advisor Console allows advisors to manage processing of incoming messages based on custom rules. Messages can be prioritised based on conversation age, VIP status, customer channel, and many other parameters. Advisors can also switch between PUSH mode, which assigns messages sequentially, and LIVE mode, in which they can handle up to 4 real-time conversations simultaneously.

Advisors can fully adapt their responses to match the requirements of each communication channel. Whether it’s sending images, videos, or attachments through platforms like WhatsApp or Instagram, Alcmeon supports all allowed message formats of the channel. Additionally, customer-uploaded attachments are viewable in their original quality directly within the platform, so advisors never miss crucial details.

Your advisors can access full conversation histories across public and private channels, without having to search through numerous old, closed tickets as is the case in legacy CRM systems. Customer data, including that from your CRM, and bot interactions, all are stored and easily accessible. This enables advisors to provide consistent, high-quality service across multiple touchpoints in the customer journey.

Alcmeon’s platform is built for large teams, with role-based access control, ensuring advisors only access the conversations and functions they need to. Conversations are routed to the right advisors based on skills, ensuring the most qualified responses. Additionally, internal workflows track team communications, including help requests, internal notes, and handovers, to guarantee no conversation is ever lost or blocked.

Supervisors benefit from a unified dashboard where they can monitor advisor activity in real time. Metrics such as conversations answered, average handling time, and idle time are available at a single glance, allowing supervisors to allocate resources as needed. Instant notifications for help requests ensure that sensitive cases are addressed swiftly.

Comprehensive analytics provide detailed reports on team performance, making it easier to track KPIs over daily, weekly, and monthly periods. All data can be integrated with your existing BI tools via real-time APIs or daily exports.

Alcmeon simplifies onboarding, with new advisors ready in as little as 2 hours thanks to an intuitive interface that mimics the messaging platforms they already use. This short learning curve allows advisors to focus on customer service, while AI Assistant and favourite responses speed up knowledge transfer.

The Advisor Console with its comprehensive set of features helps you turn your customer service center into a revenue-generating powerhouse by proactively engaging with customers, like sending personalised offers, notifying them of a product availability, status updates, or even payment links, all from a unified, AI-powered platform.