Engage Digital Cognigy Omni-Channel Bot Adapter
Automatically handle conversation with virtual assistant from Cognigy. Drive customer satisfaction and agents productivity.
Engage Digital for Cognigy
Access across digital messaging channels:
Cognigy Bot is available to all private channels supported by Engage Digital (e.g Fb Messenger, Apple Business Chat, Web Chat, etc).
Connect Engage Digital Messaging channels to the automatic conversationnal capability of Cognigy
Qualification of messages:
Leverage the capability of Cognigy NLP to better qualify the incoming messages in multiple languages (e.g recognize VIP customers, and tag messages accordingly).
Handover to Agent:
Contextual Handover: Whenever the Bot is unable to pursue the conversation with the customer, the conversation will be handover to a RingCentral Engage Digital Agent who will be able to see all prior messages and provide a seamless experience for the customer.
Skill based Handover: With combining the automatic qualification of messages and handover capability, current messages can be routed to a live agent based on their specific skills.
The end to end analytics from RingCentral Engage Digital captures the interaction from beginning to end, allowing for measurement of the Bots efficiency.
Drive productivity: Leveraging the AI Bot, companies are capable of supporting a higher volume of customer questions.
Increase customer satisfaction: Leveraging state of the art Natural Language and structured rich content, the bot can lead conversation and help the customer along is journey
Higher ROI: Agent time is focused on more complex tasks/questions that can drive higher customer results.
Original release date: 2020-01-13
- Must be a RingCentral Engage customer
- Must be a Cognigy customer