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…

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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?

Blog Syndicated with Neil Parkhurst’s Permission

Author: Neil Parkhurst

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