For a Virtual Agent to be able to escalate a discussion to specialists, you can use Webex Control Hub in conjunction with Google Dialogflow. When a Virtual Agent is unable to satisfy a customer’s request, the request is sent up the chain to be handled by a subject matter expert.
Adding a GetExpert action to the intent of your Dialogflow agent will allow you to enable chat escalation in your virtual agents if you are a customer administrator or a partner administrator. The customer’s goals and objectives for the chat session are referred to as their “intent.”
Check out the documentation for Google Dialogflow’s Intents for further details on how to make use of intents.
An intent is triggered whenever a consumer enters a query into the system. If the intent contains a GetExpert action, the Virtual Agent will transfer the conversation to an agent who specializes in the subject matter being discussed.
Dialogflow gives you the ability to regulate when conversations started by your Virtual Agent should be escalated to a human agent by configuring the GetExpert action trigger.
In Dialogflow, the intent might be triggered in the following situations:
- The consumer is required to submit particular phrases.
- During the course of the conversation, a particular piece of information about the customer is accessible.
- A sentence is entered by the consumer that the Dialogflow assistant is unable to comprehend.
- There is an additional action that occurs as a result of another intent being activated.
You can get a preconfigured intent by downloading it from the following website: https:/ / virtual-assistant.produs1.ciscoccservice.com/ DialogFlow/ escalation.json.You can upload the preconfigured intent by using the console provided by your Dialogflow agent. For further details, please refer to the Export and Import section that is located under the Agent Settings topic of the Google Dialogflow manual.
You will need to configure your Virtual Agent in the Webex Control Hub in order to integrate with the Dialogflow agent after you have built a Dialogflow agent with intents in Google’s Dialogflow console. Please refer to the article entitled “Configure a Virtual Agent in Webex Contact Center” for any additional details.