Digital Assistant to Human Agent seamless Handoff by Vijay Kumaryenne


In earlier articles, I discussed Digital Assistant, provisioning a Digital Assistant, building skills and making it multi-lingual. In this post, I would like to take the discussion forward to address certain scenarios where there is a need for Human Intervention when the Bot cannot handle the conversation and instead redirect the chat to a human agent.

Chatbots can augment the call centre interactions by taking away the load from the agents in answering the most frequently asked questions and automating transactions, however, there are always complex queries where the Bot cannot understand, and the customer would like to speak to an agent. Here is where the killer combination of Bot and Humans will drive the customer engagement more efficiently. You can make the chatbot available where customers are always engaged, i.e. messaging platforms like Facebook, Whatsapp, Sack, in addition, you can also allow your customer chat to a person as and when required taking away the frustration when their problem doesn’t get solved when interacting with the chatbot.

Let’s go through the steps involved to configure the Bot designed in Oracle Digital Assitant seamlessly handoff to a live Agent in Oracle Service Cloud

Step 1: Configure the Agent Integration with your chatbot.

Out of the Box, ADA (Autonomous Digital Assistant) supports Oracle Service Cloud as the live agent.

Provide the Domain Name, Hostname, Site Name and the Admin user set up in service cloud for the agent interaction. Enable the switch for Interaction. Read the complete article here.



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Technorati Tags: PaaS,Cloud,Middleware Update,WebLogic, WebLogic Community,Oracle,OPN,Jürgen Kress

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