Challenges:
I understand Live chat is designed for text-based interactions. However, there are certain environments that are highly regulated and require Video recordings for live chats.Potential Solutions:
Hybrid Chat and Video System:
- Integrate a video conferencing tool into the live chat system. This may require integration of web video conferencing and recording capabilities into the chat environment.
- Allow agents to start web video sessions directly from the chat interface.
- Use the video conferencing tool’s recording feature to capture these sessions
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