The Solution is Innovative in at Least Four Respects:
First: One of the most exciting things about this solution is that the bots are in continuous conversation with customers, even during agent interventions. This is the essence of what this hybrid implementation means: bots are involved in a three-way interaction with customer and agent rather than being turned off when customer questions are escalated. Consequently, agents can be off-loaded for any recurrent conversation elements.
Second: Our solution fully leverages the contact center for media routing, agent skills, CTI, and reporting. These elements are therefore common to all media.
Third: We track interactions across all channels. As a result, the bots are aware of every interaction through any media type. For example, if a customer calls, and later initiates a chat, the bot will be aware of the earlier call.
Fourth: In the near future, our implementation will allow supervisors to train bots more rapidly by using clustering and grouped messages from real conversations, rather than painstakingly creating dialog interaction samples. Administrators can thus focus bot training on high-value and high-volume situations, to optimize bot improvement. With this approach, bot participation will progressively increase as bot competency improves. For example, companies can start with a chat solution without bot interaction, and then gradually introduce small portions of the conversation to be managed by the bot.