ACTIVE_Chat_Shop

The bot is is managing the bulk of the chat conversation and is automatically assisted by a human agent whenever the bot's confidence score is low ("hybrid chat").  The bot will continue to auto-respond after a timeout, the duration of which depends on the bot's confidence score.

If the bot is not able to answer the question and no agent is available, it can suggest a callback.

You could also say that the agent is assisted by the bot - a so-called AI assisted agent.

The conversational platform can also work without bots, simply connecting multiple chat channels to agents. It can also integrate with multiple bots/ dialogue engines/ virtual concierges, so the Chatframework or CC agent can choose the best answer from several bots. You are not bound to any particular bot. Relevant tagged training data is stored in a way to allows changing from one bot framework to another.

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, with fetures such as:

• 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. Chat messages are stored as activities and can be synchronized as such with Cisco Context Services POD's.
• 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, and the scheduled OB call won't be placed.
• 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.

Hybridchat comes along with a multi-channel campaign management license. This blog describes how chat ties into  campaign management .

Expertflow Hybridchat completely replaces and is independent of Cisco Socialminer, Cisco UCCX chat and Cisco ECE.

It is technically feasible to also use Hybridchat with Cisco ECE for UCCE or CCX Socialminer Chat, but this is rarely chosen by our clients. In the basic version, Hybridchat provides channel adaption to multiple chat channels, and an integration to multiple chatbots, and then executes a handoff to the Cisco-native Chat tools.

It is also possible to have a Hybridchat gadget running alongside either ECE chat gadet or CCX chat after the handoff. This blog describes how this can be achieved, and what the limitations are.

In most cases, our clients choose to completely replace ECE or Socialminer CCX chat with Hybridchat. Consequently, we provide the integration with ECE for CCE or Socialminer for CCX only on a per-project base, and not as a product that we document, regression test and fully support across all Cisco versions.

• Hybridchat is a Middleware between Bots, Chat Channels, Contact centers and CRM solutions. You remain free to switch and combine bots, chat channels, your contact center and CRM at any point. There is no lock-in.
• Works on both CCX and CCE, standalone or (Summer 2020) with Genesys PureEngage, so you can seamlessly migrate from one version to the other without changing your setup on chat, chatbots or chat channels.
• All conversation data, NLU and conversation models are stored on your premises under your control, so you can re-use your training data if you want to re-train a new AI engine.
• HC is part of the CIM framework which is built to apply AI not only to chat but also to voice and other channels.
• Hybrid chat supports rich messaging, such as carousels, cards, buttons (Status Jan 2020: for Viber and Whatsapp)
• HC manages attachments (pictures and audio) and stores them in a DMZ so you can have them approve by your Antivirus

Hybridchat allows you to use multiple Chat Bots in parallel or in sequence, allowing you to quickly adapt to your requirments.

• Exchange bots while maintaining your NLU training data
• Use certain bots for certain domains (small talk, address change, order fulfilment, tracking).
• Use bots in sequence, in particular for message filtering (SPAM, blacklists, abusive language, data loss prevention, two-factor authentication 2FA, PCI-DSS compliance)

Here is our technical documentations. This includes API's to integrate Bots, chat channels and contact centers.