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CS Agents Read What You're Typing Before You Hit 'Send' in Chats

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Kindra Cooper
11/28/2018

customer service chat
If you’ve ever marveled at how instantaneously an agent answered your question on a live chat, here’s the ugly truth: customer service chat agents watch what you type before you hit “Enter.” Most leading live chat interfaces like the Salesforce Live Agent offer a sneak preview feature designed to help agents anticipate what a customer will ask and pull up information from the knowledge base to ensure an efficient response. But some customers find it eerie that a messa...
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