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

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... To continue reading this story Click Here