Hybrid Chat (Customer-Agent-Bot)

Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Unify your customer chats, Bots, Callcenter and CRM by conferencing:

  • Customers (Facebook Messenger, Mobile or WebChat, SMS, Amazon Alexa, Skype, Whatsapp, Telegram, Viber, RCS, Apple Business Chat,..)
  • Agents within Finesse or your CRM (Oracle Siebel, Microsoft Dynamics CRM, Oracle Service Cloud, SAP,..)
  • ..and bots (IBM Watson, Microsoft LUIS, Google Dialogflow,,..)

Your bot is assisted by a callcenter agent whenever it gets stuck:

  • Conference each customer chat to a bot and an agent. The bot will suggest answers to an agent - who in turn is chatting with multiple clients ("hybrid chat") in parallel as the bot offloads his workload. The bot responds automatically after a timeout that depends on the Bot NLU's confidence score.
  • ..or a traditional handoff from a Bot to a contact center agent.

The conversational platform can also work without bots, simply connecting multiple chat channels. It can also integrate with multiple bots or dialogue engines, so the Chatframework or CC agent can choose the best answer from several bots.

Media Blending/ leveraging the contact center

Media blending means that agents will serve alternatively voice calls or chat/ emails, depending on the volume of incoming requests as defined in the contact center's skill based routing.

Hybridchat leverages your contact center for media routing, reporting, CTI, skills and agents, which has a panoply of sample use cases:

  • * Details of any interaction (voice, email, text) are stored in CIM, so if your customer calls you at noon and then calls at four, the bot will be aware that this chat might be related to a previous call.
  • * If you plan to launch an SMS campaign and a customer calls before you execute the campaign, the agent receiving a call could handle the case while he's on the call with the customer.
  • * If there are many Voice Calls, you could postpone answering temporarily to Emails or Chats. Or the Chatbot could inform the user that he can’t answer this particular question, but that your company would be happy to call him back once an agent becomes available. The callback request is then forwarded to the Expertflow Campaign Manager and to the Cisco Dialer.

Hybrid Chat

Instead of a basic handoff from a bot to a human agent, where most of the conversation will continue to be handled by an agent, Hybrid chat engages and uses the bot during the entire conversation thereby reducing the workload to call center agents.

An agent can serve multiple chats in parallel – this can also be based on anticipated conversation duration per chat.

Bot auto-answers

The chat tab of each customer is color-coded, indicating the bot’s confidence score. This score also determines the hold time for a timer until the bot’s primary answer will be sent, unless the agent manually overwrites the bot’s suggested answer before the timeout.

Agent Tagging

The agent can tag intents and entities in the message and can also select response amongst the answers that the bot suggests (highest-scoring answers), or draft a new response to the customer.

From the bot’s perspective, everything proceeds as if it was a normal dialogue. Tagged Messages and validated conversations (by the agent) can be used as training data to the bot, in order to improve further recognition rates (NLU) and answers (Dialogue Engine). A differentiator of the EF Hybridchat solution is also that it directly enables (senior) agents to not only use hybrid chat, but to also tag messages on-the-fly, so that the same messages don’t need to be reviewed twice (once by the agent, once by a person doing tagging).

To further speed up training, we’ll soon be providing automated clustering of similar messages between humans to detect frequent intents or actions.

If you use a CRM connector, you can embed the Chat gadget within your CRM, as shown here with Microsoft Dynamics CRM:

Synchronous and Async Mediarouting

The mediarouting engine of a contact center is typically designed to distribute full-time tasks to dedicated human agents. This is required for full-time media such as voice, video and screenshare.

For chat on the other hand, an agent can mange multiple sessions at the same time, especially if he's assisted by a bot.

Expertflow solves this by providing an asynchronous mediarouting engine that communicates with the synchronous routing engine of your contact center.

The async engine continuously predicts anticipated intensity and human work volume for every chat with machine learning, based on the type of unserved recognized intents, the type of media (SMS is slower than FB Chat). It then assigns multiple chats in parallel to agents, ensuring that each agent has the same work volume. If an agent is fully charged, it then makes a synchronous mediarouting request to the contact center to reserve the nextfull-time agent. Conversely, if a chat session becomes a full-time www-collaboration session, all other ongoing chats are given back to the general chat pool and distributed to other agents, and that agent is reerved for the full-time session. In that way, we are also integrating WWW-Collaboration/ Screensharing solutions such as Cisco Remote Expert Mobile, Cisco Webex Teams or unblu into the chat framework.

Developer API

We expose API's and an SDK that allow you to integrate your tools with the chat framework:

  • *chat channels
  • *bots
  • *CRM solutions
  • *Mediarouting and CTI API's to adapt to third party routing and CTI engines and contact centers such as Cisco and others.
  • Subscription to the bot framework of your choice
  • In case of Cisco UCCX, a license for Media-Routing from Expertflow
  • If you would like a customer profile to pops up on the agent side when he takes over a chat, a CRM connector from Expertflow
  • Expertflow Professional Services for integrations to chat channels and to configure the Bot/ AI solutions