Bots as Chat Agents, with Escalation to Live Agents
Excerpts from the post…
Bots offer organizations a means of scaling customer service and customer engagement through natural and intuitive conversational experiences, as we’ve seen in some of our earlier posts. But bots will not always be able to meet all of our customers’ needs during an interaction. Being able to seamlessly transition a customer from a conversation with a bot to an actual live agent can be a key capability in realizing scale while also ensuring high-quality customer engagements……
Link to the post…
October 25, 2017
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Rahul Desai · 
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Tags: BOTS, Dynamics 365, Geoff Innis, Microsoft, Rahul Desai · Posted in: BOTS, Dynamics 365