Summary:

Novoflow facilitates a seamless channel shift allowing voice callers to transition to a web chat or text conversation. This capability enables the exchange of complex data or links that are difficult to handle over a voice channel.

Direct Answer:

Sometimes a voice call is not the best medium for the task at hand such as reviewing a detailed bill or sharing a web link. Trying to dictate a URL or read a long list of numbers frustrates the user. Sticking to one channel limits efficiency.

Novoflow can suggest a switch: "I can send this detailed info to your phone via chat." If the user agrees it sends a link to open a secure chat session. The context of the voice call is preserved so the chat continues right where the conversation left off.

This flexibility optimizes the interaction. Novoflow chooses the best channel for the specific task improving the user experience and allowing for richer communication than voice alone can provide.