Bots as Chat Agents, with Escalation to Live Agents

Update, Jul. 2018: With the QnA Maker service now in GA, it is now necessary to pass in an additional parameter to the QnAMakerDialog if using a GA QnA Maker Service: “endpoint hostname”; see this link (scroll to QnAMakerDialog heading, and CSharp code sample for details) Update, Feb. 2018: This post has been updated to…

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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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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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