A hybrid bot that greets your customers 24/7 on your website and mobile app—combining rule-based flow control with LLM flexibility.
Hybrid LiveChat Bot (Guided + LLM) greets customers 24/7 and can be grounded in your knowledge base, documents, and product manuals. When applicable, it resolves requests end‑to‑end in the chat (answers, status checks, ticket creation, etc.); when an approval, missing document, or cross‑team step is needed, it hands off the same conversation with full context to an agent. Embed it on your website, in SSO‑gated web apps, or directly inside your native mobile app via our Mobile SDK.
Guided for repeatable, policy‑driven tasks; LLM for open‑ended or nuanced requests; human when exceptions or approvals are required. All within one conversation—context stays intact. Customer experience stays seamless and operational efficiency improves.
Agents receive the full transcript, customer context, transaction details, and related records, attachments, sentiment & CSAT signals, and the bot's suggested next step—so they can continue instantly. Customers never repeat themselves. Agents pick up right where they left off.
Don't stop at a web‑view. Use our native SDK and visual components to make support a natural part of your mobile app. Customers get help in a familiar interface without switching apps.
Next4biz has a structure that allows us to make the changes we want. Moreover, it's a local product. We decided to use Next4biz to be able to track our customers' history, facilitate communication between internal departments, and be able to stay with the customer until their ticket is resolved.
Operations Manager / Banking
We went through an adaptation process consisting of 2 parts. While we, as the business team, designed the category tree, interfaces, and processes needed for ticket management by leveraging the Next4biz team's experiences for each of our business channels, the technical teams integrated all our systems.
Customer Experience Director / Retail
Next4biz's experience especially in e-commerce, being a process-based system, and providing the opportunity to manage marketing, sales, and after-sales services as a whole was our most important reason for preference.
Customer Service Manager / Insurance
The most common questions about what the LiveChat bot can do beyond giving information, how it distributes requests between the rule-based flow, the language model and the agent, and which channels it can be embedded into.
No; the bot answers any question that has an answer in your organization's knowledge. The Next4biz Hybrid LiveChat Bot is trained on your knowledge base, documents, website, product manuals and past resolution experience, and produces answers in your corporate language. Whether the question is frequently asked or not makes no difference. The same bot works with the same knowledge on the website, in an authenticated web application and on WhatsApp. Maturity test →
Yes; the bot queries status from your integrated systems, creates a new ticket, updates an existing one and concludes suitable requests end to end within the chat. When approval, a missing document or another team's step is required, it starts the relevant workflow itself and hands the conversation over to an agent with its context. That prevents the pattern where bots that can only inform push the customer back into the queue a step later. Request management →
The split is made according to the nature of the request. Standard, verifiable transactions run through rule-based Guided Bot flows; free text and more complex requests bring the LLM in; situations that need approval or an exception are taken over by a human agent. The three layers work inside the same conversation, the context is not fragmented and the customer experience stays uninterrupted. We explain the rationale for the hybrid approach in detail on the AI page. Our AI approach →
No. The agent takes over on a single screen with the full transcript, customer information, transaction details, related records and attachments, sentiment and satisfaction signals and the suggested next step. The category the bot determined and the information it collected are on that screen too. The handover happens inside the same conversation; the customer does not repeat their details and the agent continues from where things stood. How the bot works →
It works in both. The bot is embedded into your website, into web applications entered through SSO, and into your native mobile app with the Mobile SDK. On mobile you are not limited to a web view: with the native SDK and visual components the support experience becomes a natural part of your app. Customers get support in a familiar interface without switching apps, and the handover to an agent continues inside the same conversation. Omnichannel →