Bots as Chat Agents, with Escalation to Live Agents

Update, Feb. 2018: This post has been updated to reflect the new Bot Channels Registration process in the Azure Portal.   Bots offer organizations a means of scaling customer service and customer engagement through natural and intuitive conversational experiences, as we’ve seen in some of our earlier posts. But bots will not always be able…

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The Intelligent Agent Assistant: Bots in the Agent Desktop – Part 2

This post is the second in a series in which we explore how we can leverage natural, conversational experiences powered by automated intelligence to empower the CSR, by building a contextually-aware Intelligent Agent Assistant, integrated into the Unified Service Desk agent desktop. We will build upon the bot that we brought into the Unified Service…

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The Intelligent Agent Assistant: Bots in the Agent Desktop – Part 1

When we think of how bots fit into a Customer Service strategy, the typical scenario envisioned is often that of a customer-facing bot, providing customers a conversational support experience powered by automated intelligence. But even with the deployment of a customer-facing bot, most contact centers will still need to support a significant number of customer…

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Product and Part Identifier Bot using Custom Vision Service

In this post, we will build upon some of the capabilities that have been explored previously, including Microsoft’s Bot Framework, and the Cognitive Services Custom Vision Service. We will create a Bot that is capable of identifying a part or product from an organization’s Dynamics 365 product catalog, using an organization-specific image classifier that is…

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Bringing Bots into an Omni-channel Customer Service Strategy – Part 2: Creating Cases

This post is the second in a series in which we explore how we can take advantage of the benefits of scale and channel breadth with bots, making sure the experiences we create with them build upon the investments that we have made in our customer service strategy, and feed into the consolidated customer 360…

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Bringing Bots into an Omni-channel Customer Service Strategy – Part 1

Update: This post was created using v1 of the Bot Framework. See Part 2 for a walk-through of upgrading the bot to v3, and augmenting it with the ability to create cases in Dynamics CRM.   As Satya Nadella highlighted at Microsoft Envision 2016, organizations are undergoing a digital transformation, driven by technological advances in…

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