Chatbots are programs that automate responses to customer questions, whereas CX automation streamlines the entire customer service management process.
For example, Proto's platform collects data from customer conversations to automatically generate customer profiles, track and manage omnichannel cases in one place, and view contact centre automation KPIs for continuous improvement.
Businesses can use Proto to connect chatbots and live customer service agents, so complex customer queries can be automatically routed to the correct agent with all of the prior chat information. Permission structures for agents can determine what they're able to view and interact with on the chat platform based on their role.
Additionally, businesses with sensitive data can connect Proto with their own Azure SQL, MySQL, MariaDB and PostgreSQL databases with no sensitive information saved on the cloud.