A very popular use case for chatbots is the integration of the chat window into a website or web application. However, a challenge with this setup is when the user abandons a chat conversation by closing the browser window. In this case, Oracle Digital Assistant stops the Web Channel conversation after a predefined period of time, which usually is not within seconds but mostly within the 10s of minutes.
However, what if the user was interacting with a human agent through the bot conversation when deciding to the leave the conversation by closing the browser window? And what is the impact?
Oracle Digital Assistant has no way to tell when the user closes the browser window. This leads to the agent integration connection to stay open until the session expires, which however then means that the overall number of connections to the human agent backend system doesn’t match the number of active connections until the session expired. Read the complete article here.
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