Today, consumers are increasingly demanding that companies serve their needs and meet their requirements quickly, efficiently, and accurately. At the same time, there is a strategic shift toward the use of self-service channels, with customers looking to solve product or service issues themselves. Recent evolution in machine learning technologies, natural language research, and linguistic analysis, along with the ability to provide scalable, immediate, and contextual assistance, has made self-service tools like chatbots (or virtual agents) a key necessity to be incorporated within an organization’s customer service operations. Apart from the ubiquity and nonstop availability offered by these chatbots, interactions with them could also be analyzed regarding understanding consumer sentiment, level of engagement, and product feedback. Integration of intelligent bots within customer service operations positively impacts customer service KPIs like average handling time and an average number of cases, while simultaneously reducing cost.
Bring your bot to Omnichannel for Customer Service
With Omnichannel for Customer Service, customers can now bring their bots (built on Microsoft Bot Framework) and connect them with the Omnichannel for Customer Service ecosystem.
As part of the Bring Your Bot feature, customers can now:
- Configure their bots in Omnichannel for Customer Service through a simplified setup experience to enable routing of conversations to bots.
- Provide seamless, contextual escalation with a consistent experience for end-users.
- Enable agent productivity with rich bot-user conversation transcript and chat context.
Intelligent conversational bots at the frontline help to deflect the routine queries, while maintaining a natural experience for users. Integration with Omnichannel for Customer Service enables a smooth, contextual handoff to the agents, helping them to focus on complex queries, while empowering them with relevant information, leading to a good experience for end-users.
Source https://docs.microsoft.com
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