This week, Expertflow demonstrated it’s award-winning Hybrid Chat (HC) solution with Genesys PureEngage. The agent sees contextual answer suggestions from the chatbot next to the chat window within his Workspace throughout a conversation. HC auto-answers sends the chatbot’s top-ranking answer after a timeout if the confidence score is sufficiently high.
This eliminates manual lengthy picking of standard responses from the list picker, for which HC can be an addition or replacement.
It also contrasts with a traditional handoff from a chatbot to an agent. With HC, the chatbot continuously supports the agent even during later stages of the conversation.
HC integrates with IBM Watson, Microsoft Botframework, Google Dialogflow, rasa.ai and has an API to integrate other chatbots. It allows customer also to use multiple NLU (Natural Language Understanding) engines in parallel together and use certain engines for certain scenarios only.
The solution uses Direct Messaging Services (DMS), the Bot Gateway Server (BGS) in parallel mode, and Genesys Hub to connect to chat channels (Facebook Messenger, Twitter, Whatsapp, Apple Business Chat, SMS). Expertlow has developed custom Media Channels for additional rich-media chat channels such as Viber, Telegram or WeChat.
The solution is in May 2020 a functional prototype, will be available for beta release in July 2020 and is expected to reach General Availability in September 2020.
It would in principle be possible to implement Hybridchat without using DMS and BGS, similar to how it is done in a Cisco environment. There is no concrete timeline for that development, however.