Escalate a Virtual Agent Chat in Webex Contact Center
A virtual agent can escalate a chat to an expert with the help of the Webex Control Hub and Google Dialogflow software. Virtual Agents who are unable to resolve a customer request escalate the request, which is then resolved by a subject matter expert, to a supervisor.
You are able to enable chat escalation for your virtual agents if you are a customer administrator or a partner administrator by adding a GetExpert action to the intent in your Dialogflow agent when you are in the customer administration console. It is a term used to describe what the customer intends to achieve with the chat conversation.
It is recommended that you read the documentation for intents in Google Dialogflow for more information on how to use them.
It is the customer’s query triggering the intent when they enter it as part of their inquiry. As soon as the Virtual Agent detects a GetExpert intent in the intent, it escalates the chat to the Expert on the Agent Desktop so that they can assist the customer.
When the Virtual Agent escalates a conversation to a human agent, the GetExpert action trigger in Dialogflow can be configured to determine when it will escalate the conversation to a human.
It is possible to trigger an intent in Dialogflow when the following conditions are met:
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There are certain phrases that the customer must enter.
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The conversation contains specific information about the customer that can be accessed.
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Dialogflow is not able to recognize the phrase entered by the customer by the Dialogflow agent.
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An action has been taken in response to another intent that has been triggered.
The pre-configured intent for escalation can be downloaded from the URL https:// virtual-assistant.produs1.ciscoccservice.com/ DialogFlow/escalation.json . The pre-configured intent can be uploaded using the console of your DialogFlow agent. You can find more information about exporting and importing scripts in the User Settings topic in the Google Dialogflow documentation by selecting Export and Import.
In the Webex Control Hub, you must configure your Virtual Agent so that it is configured to work with the Dialogflow agent you have created in Google’s Dialogflow console, after you have created the Dialogflow agent with intents there. In order to learn more about virtual agents, visit our article on Configuring a Virtual Agent in your Webex Contact Center.