Engage Digital Cognigy Omni-Channel Bot Adapter
Engage Digital Cognigy Omni-Channel Bot Adapter
by Cognigy

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).


Virtual Agent:

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.


Analytics:

The end to end analytics from RingCentral Engage Digital captures the interaction from beginning to end, allowing for measurement of the Bots efficiency.


Benefits:

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.

Requirements
  • Must be a RingCentral Engage customer
  • Must be a Cognigy customer