Microsoft Bot Framework for Engage Digital
Microsoft Bot Framework for Engage Digital
by Microsoft

Microsoft bot powers conversational AI. Improve agent productivity and increase customer satisfaction with the Microsoft bot.

Microsoft Bot Framework for Engage Digital

Microsoft Bot is available to all private digital channels supported by Engage Digital (e.g Facebook Messenger, Apple Business Chat, Web Chat, etc).


Virtual Agent:

Connect Engage Digital Messaging channels to the automatic conversational capability of Microsoft bot

Qualification of messages:

Better identify and qualify incoming messages in multiple languages and other categories (e.g recognize VIP customers, and tag messages accordingly).

Agent Handover:

Contextual Handover: Whenever the Bot is unable to pursue the conversation with the customer, the conversation will be handover to an agent. The agent will be able to see all message history 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:

Capture the interactions from beginning to end, allowing for measurement of Microsoft Bot's efficiency.


Benefits:

Drive agent productivity: Leveraging the Microsoft Bot, companies are able to support a higher volume of customer questions as the bot will free up the agent for more complex inquiries

Increase customer satisfaction: Leveraging state of the art Natural Language and structured rich content, the bot can lead conversation and help the customer along the journey

Higher ROI: Agent time is focused on more complex tasks/questions that can drive higher customer results.


Original release date: 2020-04-28

Requirements

Must be a RingCentral Engage customer.

Installation

https://docs.microsoft.com/en-us/azure/bot-service/bot-service-resources-links-help?view=azure-bot-service-4.0