Omnichannel for Customer Service and BOTS which don’t understand!

Omnichannel for Customer Service allows us to connect with a Virtual Agent. It is then possible to trigger a transfer to a human agent from with our topics / authoring canvas. But what if your customers are just getting frustrated with a BOT that doesn’t understand them? In this post I will explain how we can use a configuration setting to help with that scenario.

It may be common to construct…

Continue Reading Neil Parkhurst’s Article on their blog

Omnichannel for Customer Service and BOTS which don’t understand!

Omnichannel for Customer Service allows us to connect with a Virtual Agent. It is then possible to trigger a transfer to a human agent from within our topics / authoring canvas. But what if your customers are getting frustrated with a BOT that doesn’t understand them?

Blog Syndicated with Neil Parkhurst’s Permission