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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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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Intelligently Routing Cases by Product with Cognitive Services Custom Vision

Microsoft’s Cognitive Services team recently made available a number of new services at the Build 2017 conference, to further augment the tools available to developers to enhance applications with natural methods of communication. One of these new services is the Custom Vision Service, currently in public preview, which “is an easy-to-use, customizable web service that…

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Routing Cases by Sentiment with Cognitive Services Text Analytics

In our last post, we saw how we could leverage the sentiment analysis capabilities of the Cognitive Services Text Analytics API to automatically detect the sentiment of activities and information during customer interactions, and to automate actions in the agent experience based on the detected sentiment. In this post, we will bring those same sentiment…

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Sentiment Analysis in USD with Cognitive Services Text Analytics

As noted in an earlier post, Microsoft’s Cognitive Services offer an array of intelligent APIs that allow developers to build new apps, and enhance existing ones, with the power of machine-based AI. These services enable users to interact with applications and tools in a natural and contextual manner. These types of intelligent application interactions have…

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Automating Agent Actions with Cognitive Services Speech Recognition in USD

Microsoft’s Cognitive Services offer an array of intelligent APIs that allow developers to build new apps, and enhance existing ones, with the power of machine-based AI. These services enable users to interact with applications and tools in a natural and contextual manner. These types of intelligent application interactions have significant applicability in the realm of…

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