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How to implement Live Agent feature in Customer support ChatBots by Smartbots

Chatbots and Virtual Assistants cannot answer all customer queries. Sometimes they struggle to understand the customeru2019s issue. In such a scenario, transferring the conversation to a human agent is the best solution. But doing this in a seamless manner is of utmost importance. We show how Smartbots implemented this feature.

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How to implement Live Agent feature in Customer support ChatBots by Smartbots

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  1. Live Agent Feature in Customer Support Chatbots How to implement Live Agent feature in Customer support ChatBots Chatbots are change-makers, and that they outline how clients connect with an emblem and agency today. More and more corporations are already the usage of the generation with their valued clients. For the uninitiated, a chatbot is an app that engages with clients via a talking interface and runs according to pre-programmed rules. According to the latest research, by the year 2020, ​80% of customer queries​ are expected to be dealt with through chatbots. Source: https://www.Ibm.Com/blogs/watson/2017/10/how-chatbots-reduce-patron-service-costs-by-30-p ercent/ When interacting with a ​customer support bot​, there ought to be instances where a consumer asks a query, and it's miles beyond bot’s understanding or no longer understood through the bot. In this scenario, the chatbot tends to fail to answer, leaving the consumer disenchanted with the interaction. These problems can be fast addressed through the use of a ‘Live Agent.’ AI-Chatbots-Virtual-Assistant-Conference Live Agent:​ is typically a human agent who communicates in actual-time with internet site users. Live chat provides clients precisely what they want from a help team, actual-time interaction with a real person. Amazon is one of the businesses that use live chat as a way of assist for their clients. Chatbot + Live Agent​ is an outstanding answer for those who have a confined size assist group but need to extract maximum go back and effectiveness from them. While chatbots handle the same old queries, a stay agent looks after the relaxation. Top 4 Most Popular Bot Design Articles: 1. Ten Tips on Creating an Addictive ChatBot 2. Bots & Super Personalization On Steroids 3. One metric, one platform and one vertical 4. Chatbot Conference 2019 in NYC The transition between a chatbot and a live agent has to be seamless. If the user has to shift between monitors for this transition, it will bring about an awful person experience. Instead, the

  2. Live Agent Feature in Customer Support Chatbots communique must be inside the equal chat window, and simply the managers have to circulate from chatbot to live agent and vice versa. Seamless Integration of Live Agent and ChatBot Below is the protocol to seamlessly shift between a chatbot and stay agent within the identical chat window. Chat window of chatbot and live agent Chat Interface:​ Chat interface is a channel for the person to interact. Router & Trigger:​ In easy words, rooting is a process of selecting a route based on customer input. In the above diagram, the router does the identical, if a purchaser types a word like ‘Chat With Associate’ it modifications the direction to the hop server, or if a purchaser types any query which the bot can answer, it directs to the bot. Hop Server:​ In the above diagram, the hop server (we name it to hop server due to the fact the number one process of the server is to simply skip the input request to stay agent server) plays a key role while talking to the Live agent. Because it’s a bi-directional service, it takes the enter from the chatbot and sends it to the stay agent server in addition to from server to chat

  3. Live Agent Feature in Customer Support Chatbots interface. After the connection is established, it continuously asks the stay agent for brand new messages to send to the chat interface. Live agent system:​ To attain the live agent device, we have a few endpoints like rest APIs. Based on client input, the hop server sends a request to the stay agent gadget to get hold of or send an agent message to the chat interface. When a person enters ‘chat with associate’ or ‘chat with the agent’ (that is our trigger), the router understands the intent, sends a request to the hop server, takes care of request (ex: get/post), and then sends the request to live agent server. From now, the manage moves from bot to the live agent. Manipulate movements from bot to the stay agent To help understand this concept easily, let us have a look at Salesforce Service Cloud wherein we've got a Live agent server. Live Agent server acts one way. It doesn’t recognize the address of the source. The source (hop server in our case) has to ping the stay agent server for updates continuously. According to the Live Agent relaxation API, there are four calls to establish a connection between a chatbot and a live agent server. 1. Get consultation (System/SessionId) ​2​. Chat Initialisation (Chasitor/ChasitorInit) ​3​. Ping Live agent for brand new messages (System/Messages) ​4​. Post Message to stay agent (Chasitor/Chat Message) Get Session:​ To talk with a live agent gadget, this is the first call to establish the consultation to technique further. For this name, parameters like ‘affinity’ and ‘version’ are surpassed, and the

  4. Live Agent Feature in Customer Support Chatbots Salesforce Live agent server returns ‘consultation key,’ ‘session token,’ and ‘affinity token’ in response. Url:https:///chat/relaxation/System/SessionId Chat Initialise:​ The result of getting session call is exceeded as entering to this API name, After the Get consultation call is executed, we get ‘key’, ‘token’ and ‘affinity’ parameters within the response. We need to pass those parameters to the Chat Initialise method, and if the Salesforce Live agent server returns ‘OK’, the user and stay agent are related and all set to begin chatting. Url:https:///chat/rest/Chasitor/ChasitorInit Ping Live Agent for new messages: To put into effect this API call, the developer has to know about 2 key parameters — ‘ack’ and ‘pc’ values, how essential they are, and how to increment those values while sending requests to the live agent and receiving responses from the server. For example, after the connection is established, for the primary request, the ‘ack’ and ’pc’ values are -1 and zero respectively. Url:https:///chat/relaxation/System/Messages Post Message to stay agent:​ This API name takes consumer question, series, affinity token, and consultation key as input to send a message to the Live agent server. Here, the collection is the key value and it has to be incremented for every new request/ message. By default, the collection fee is 1. Url:https:///chat/rest/Chasitor/ChatMessage. In the development process, one needs to understand the entire stay agent interaction protocol specifications. In the case of Salesforce live agent, one must understand phrases like ‘ack’ and ‘pc’ and when to increment values and also apprehend the server response. Conclusion You need to have noticed that merging live retailers and bot into a single channel is a complicated process. However, the attempt is worth it because of the extremely good consumer experience this answer provides! About Smartbots.AI:

  5. Live Agent Feature in Customer Support Chatbots SmartBots is a cohesive ​customer service bot​ development platform that designs, develops, validates, and deploys AI-powered conversational enterprise chatbots that suit the unique needs of your business.

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