The Power of Conversational AI and Human Agents

The Power of Conversational AI and Human Agents

Table of Contents

  1. Introduction
  2. Integrating Bot and Human Agents 2.1. Combining Conversational AI with Live Agents 2.2. Microsoft Bot Framework Handoff Initiation 2.3. Bot as an Agent Model 2.4. Bot as a Proxy Model
  3. Integrating Bot Framework with OmniChannel for Customer Service 3.1. Overview of Omnichannel for Customer Service 3.2. Configuring a Bot for Omnichannel 3.3. Adding Bots and Agents to Conversations 3.4. Escalating Conversations to Human Agents
  4. Integrating Bot Framework with LiveEngage LivePerson's Intelligent Engagement Platform 4.1. Introduction to LiveEngage 4.2. Connecting Bot Framework Bots to LiveEngage 4.3. Consumer Experiences with LiveEngage
  5. Conclusion

Integrating Conversational AI and Human Agents: Enhancing Customer Experiences

In today's rapidly evolving digital landscape, businesses are increasingly relying on conversational AI technology to improve customer interactions. However, there are often situations where a bot may struggle to understand complex user queries or provide appropriate responses. In these cases, integrating a human agent into the loop can greatly enhance the customer experience.

2. Integrating Bot and Human Agents

2.1. Combining Conversational AI with Live Agents

Many customer care systems now combine conversational AI with live agents to provide seamless and personalized customer support. Users may want to Interact with a live agent if the bot fails to understand their query or if the request requires a human touch. Microsoft Bot Framework offers an open platform that allows developers to integrate with various agent engagement platforms, enabling smooth handoff between bots and human agents.

2.2. Microsoft Bot Framework Handoff Initiation

When a bot detects the need to transfer a conversation to a human agent, it initiates a handoff process. This handoff initiation event contains two essential components: the Context of the request and the transcript of the conversation. The context helps route the conversation to the right agent, while the transcript provides the agent with the necessary information to understand the previous interaction between the bot and the customer.

2.3. Bot as an Agent Model

The first model for integrating bots with human agents is known as "bot as an agent." In this model, the bot operates as a regular live agent connected to the agent hub. It responds to user requests just like any other live agent connected to the system. The conversation between the user and the bot can be escalated to a human agent when necessary, at which point the bot disengages from the active conversation. This model offers simplicity and ease of integration with existing bots, as all message routing complexities are handled by the agent hub.

2.4. Bot as a Proxy Model

The Second model for integrating bots with human agents is called "bot as a proxy." In this model, the user interacts directly with the bot until the bot decides that human assistance is required. The bot then redirects the conversation to the agent hub, which dispatches it to the appropriate human agent. The bot remains in the loop and can Collect the conversation transcript, filter messages, and provide additional content to both the agent and the user. This model offers greater flexibility and control, allowing the bot to support various channels and manage conversation escalation and routing efficiently.

3. Integrating Bot Framework with Omnichannel for Customer Service

3.1. Overview of Omnichannel for Customer Service

Omnichannel for Customer Service is an add-on to the Dynamics 365 Customer Service Enterprise or Customer Engagement plan. It enables businesses to connect with their customers across multiple channels, including LiveChat, WhatsApp, Facebook Messenger, SMS, and more. With the ability to handle customers from different channels in one seamless experience, businesses can improve customer satisfaction and streamline customer support operations.

3.2. Configuring a Bot for Omnichannel

To integrate a bot with Omnichannel for Customer Service, developers need to have an Azure subscription, a Dynamics 365 license, and a bot built using Microsoft Bot Framework registered with Azure Bot Service. Configuring the bot involves retrieving the Microsoft App ID and enabling the Teams channel for Omnichannel. Additionally, developers need to Create a new app registration in Azure Active Directory, which requires providing the display name for the bot and copying the application ID for later use.

3.3. Adding Bots and Agents to Conversations

Once the necessary prerequisites are in place, developers can start adding the bot as a user within Omnichannel. This involves creating a new application user and associating it with the bot's application ID. By adding the bot as an Omnichannel user, developers can then include the bot in the Omnichannel conversation flow alongside other human agents. Bots can be integrated with human agents in various ways, including having them in the same queue as agents or in separate queues for escalated conversations.

3.4. Escalating Conversations to Human Agents

One of the key features of integrating bots with Omnichannel for Customer Service is the ability to escalate conversations from bots to human agents. Bots can detect when a user request surpasses their capabilities or requires human intervention and trigger a handoff to a human agent. This handoff can be seamlessly managed within Omnichannel, allowing agents to take over the conversation and provide personalized support. Omnichannel also provides agents with a complete view of the conversation history and customer information, enabling them to deliver efficient and effective assistance.

4. Integrating Bot Framework with LiveEngage LivePerson's Intelligent Engagement Platform

4.1. Introduction to LiveEngage

LivePerson's LiveEngage platform offers a comprehensive solution for conversational commerce, enabling businesses to fulfill customer intents on the messaging channels of their choice. With over 20 years of experience in the conversational space, LivePerson specializes in creating effortless, natural, and personalized conversations between brands and their customers. Their conversational Cloud facilitates seamless interactions between bots and human agents, ensuring smooth handoff and uninterrupted customer experiences.

4.2. Connecting Bot Framework Bots to LiveEngage

Integrating Microsoft Bot Framework bots with LiveEngage is a straightforward process. Developers need to retrieve the Direct Line secret from the Bot Services in Azure and provide it within LiveEngage's configuration. LivePerson's conversational Cloud facilitates two models for connecting bots: "bot as agents" and "bot as proxy." The "bot as agents" model offers simplicity, ease of deployment, and unified bot and human agent analytics. The "bot as proxy" model provides flexibility and control, allowing the bot to handle conversations until human agent intervention is necessary.

4.3. Consumer Experiences with LiveEngage

LiveEngage provides powerful consumer experiences by seamlessly combining bot interactions with human agent support. Consumers can engage with bots deployed on websites, inquiring about various topics or services. In cases where a bot cannot fulfill the user's request, such as when an intent goes unrecognized, the conversation can smoothly transition to a human agent, ensuring personalized and efficient support. LiveEngage also offers multiple channels, including SMS, enabling customers to engage with businesses on their preferred platforms.

5. Conclusion

Integrating conversational AI and human agents is a proven strategy for enhancing customer experiences. By combining the strengths of bots and human agents, businesses can provide personalized support, handle complex queries, and deliver seamless customer interactions. Microsoft Bot Framework offers a range of integration options, including Omnichannel for Customer Service and LiveEngage LivePerson's Intelligent Engagement Platform. By leveraging these integrations, businesses can maximize the potential of conversational AI and create delightful customer experiences.

Highlights

  • Integrating conversational AI with human agents enhances customer experiences.
  • Microsoft Bot Framework enables seamless handoff between bots and human agents.
  • Two models for integrating bots into customer care systems: bot as an agent and bot as a proxy.
  • Omnichannel for Customer Service combines conversational AI and live agents for omnichannel support.
  • LiveEngage LivePerson's Intelligent Engagement Platform facilitates effortless conversations between bots and human agents.

FAQ

Q: How can integrating human agents improve the performance of a bot? A: Human agents can handle complex queries or situations that a bot may struggle with. They can provide personalized support, address unique customer needs, and offer empathy and understanding.

Q: Can a bot escalate a conversation to a human agent without intervention? A: Yes, a bot can detect when a user request surpasses its capabilities and trigger an automatic handoff to a human agent. This allows the bot to seamlessly transfer the conversation and provide a smooth customer experience.

Q: What advantages does the "bot as an agent" model offer? A: The "bot as an agent" model is easy to implement and requires minimal effort to onboard an existing bot. It provides simplicity, as all message routing complexities are handled by the agent hub, and offers unified analytics for both bots and human agents.

Q: How does LiveEngage enhance customer experiences? A: LiveEngage provides effortless, natural, and personalized conversations between brands and their customers. By combining bot interactions with human agent support, it creates seamless customer experiences and enables businesses to fulfill customer intents on their preferred messaging channels.

Q: Can businesses use LiveEngage for SMS-Based customer support? A: Yes, LiveEngage supports SMS as one of its front-end channels. This allows businesses to engage with customers and provide support via SMS, making it a versatile platform for omnichannel customer interactions.

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