Hybrid Live Chat By IMsupporting

Hybrid Live Chat By IMsupporting is a UK-hosted live chat platform that combines AI-driven virtual agents with human operators to deliver efficient, compliant customer support. It is designed to answer routine questions instantly, reduce operator workload, and ensure a smooth handover to live agents whenever a conversation requires human judgment or a personal touch. The platform helps organisations maintain control over data, workflows, and customer experience while improving responsiveness and consistency. Key capabilities include hybrid AI + human chat, where the AI handles common queries and escalates based on intent or confidence using smart escalation rules. An AI knowledge base powered by retrieval-augmented generation (RAG) allows the system to respond using your own documents, FAQs, and policies for accurate, context-aware answers. The solution is fully UK-hosted and GDPR compliant, with encryption, audit logs, access controls, and security monitoring built in. Real-time live chat offers typing indicators and presence awareness, while the operator dashboard provides a clean interface with full conversation context, multi-site and multi-tenant management, and configurable pre-chat forms. IMsupporting Hybrid Live Chat is well-suited for UK organisations in sectors such as public services, education, healthcare, and regulated industries that require data residency and strong privacy controls. Typical use cases include customer support, service desks, admissions or enquiries teams, and internal helpdesks that need reliable AI assistance without sacrificing compliance or human oversight.