Question: I need a tool that provides both public and private support channels, with seamless escalation from one to the other.

If you're looking for a solution that offers both public and private support channels with automatic escalation, Mava is a great option. Mava is an all-in-one customer support platform built for community-driven businesses. It helps customers in private tickets and public channels, integrates with a variety of communication channels like web chat, Telegram and Discord, and resolves more than 50% of community questions automatically. It also offers actionable insights from user feedback and metrics to help optimize support performance, making it a powerful option for centralizing and improving customer support operations.

Another good option is MetaDialog, a conversational interface platform that uses generative AI to automate customer support. It includes features like a Retriever model for fast information retrieval, Large Language Models (LLMs) for precise answers, customizable flows and flexible escalation rules. MetaDialog can be integrated with existing support software like Zendesk and Intercom, so you can have a seamless escalation from private to public channels. The platform is designed to increase efficiency, accuracy and compliance in customer service.

Dixa is also an option, particularly if you're looking for an all-in-one conversational customer service platform. It handles customer interactions across multiple channels like native voice, email, social media, messaging and chatbot through a single interface. Dixa features include AI-powered conversations, drag-and-drop flow builders and intelligent routing that can automate routine tasks and improve customer service. The agent workspace offers a single view of customer interactions, making it easier to handle and escalate customer inquiries.

For those looking to build conversational AI into their customer support, Verloop is a flexible option. Verloop.io automates chat and voice interactions and features automated support, agent empowerment tools and multilingual support. Its contextual conversations and live chat abilities can help businesses in a variety of industries respond faster and improve customer satisfaction. By deflecting a large percentage of support requests, Verloop.io can dramatically reduce the load on live agents.