{"id":49418,"date":"2018-04-04T16:27:01","date_gmt":"2018-04-04T23:27:01","guid":{"rendered":"\/us\/en\/blog\/integration-agents-chatbots-botmind\/"},"modified":"2025-09-18T21:14:32","modified_gmt":"2025-09-19T04:14:32","slug":"integration-agents-chatbots-botmind","status":"publish","type":"post","link":"\/us\/en\/blog\/integration-agents-chatbots-botmind\/","title":{"rendered":"Hybrid chatbot: how to make humans and robots work together"},"content":{"rendered":"<div>\n<p>Customers&#8217; expectations towards businesses have been impacted by a change of how customers consume. <b>64% of consumers<\/b>\u00a0now expect a brand to interact with them in real time, and <b>80% say receiving immediate responses<\/b> positively influences brand loyalty. Channels such as messaging, used by 2 billion people around the world, are a way to adapt to these new expectations.<\/p>\n<p>However, meeting these new expectations while maintaining\u00a0quality customer care\u00a0is a major issue for companies. To face the growing volume\u00a0of messages\u00a0on multiple\u00a0digital channels, centralizing customer care\u00a0management becomes essential. By answering\u00a0through a <a href=\"http:\/\/site.dimelo.com\/en\/demo\" target=\"_blank\" rel=\"noopener noreferrer\">single platform<\/a>, activity across different touch points can be optimized, agents&#8217; training time is reduced, and piloting is done more easily.<\/p>\n<p>Recent advances in natural language processing have contributed to the evolution of chatbots that automate answers to customer requests. Yet the answers given by these classic chatbots is partial and disappointing. In fact, on average, more than 50% of client requests are not recognized by chatbots. This forces\u00a0redirecting\u00a0to an agent in more than one case out of two. A majority of users are misunderstood due to how they formulate their request, resulting in\u00a0bad\u00a0customer experience and lower satisfaction.<\/p>\n<p>The limitations of this technology show that it is not possible to replace agents with chatbots. It is better to use each resource for what it does best and set up hybrid chatbots.<\/p>\n<h2>1. The solution: A hybrid chatbot<\/h2>\n<p>A hybrid chatbot can be set up on different types of channels, in collaboration with an agent:<\/p>\n<ul>\n<li><b>Live Chat:<\/b>\u00a0Live Chat (or Web Chat) is a tool allowing visitors of a website to talk in real time with an agent. The customer can access it from a window appearing on the company&#8217;s website. The advantage of chat is that it assists customers in real time.<\/li>\n<li><b>Messaging: <\/b>Messaging includes applications such as <b><a href=\"http:\/\/site.dimelo.com\/en\/white-paper-messenger\" target=\"_blank\" rel=\"noopener noreferrer\">Messenger<\/a>, WhatsApp, WeChat and Viber<\/b>, which allow you to exchange at a <b>&#8220;fast asynchronous&#8221;<\/b> pace.<\/li>\n<li><b>In-app messaging:<\/b> this system allows communication between a company and its customers within its mobile application. The in-app messaging interface looks like an application such as Messenger or WhatsApp, but is integrated into the company&#8217;s mobile app.<\/li>\n<\/ul>\n<p>A <b>hybrid chatbot<\/b> is a program that dialogues with humans to provide an automated and personalized reply. It intervenes only through an instant messaging channel in addition to the agents (<b>live chat, messaging or <a href=\"http:\/\/site.dimelo.com\/en\/study-social-media\" target=\"_blank\" rel=\"noopener noreferrer\">social networks<\/a><\/b>).<\/p>\n<p>A company that already uses a <a href=\"http:\/\/site.dimelo.com\/en\/demo\" target=\"_blank\" rel=\"noopener noreferrer\">digital customer interaction platform <\/a>simply adds the hybrid chatbot as a plugin: a &#8220;chatbot&#8221; agent is added. It\u00a0will be able to instantly read all incoming inquiries and answer\u00a0when he is able to.<\/p>\n<p>There is no change in the\u00a0agents&#8217;\u00a0job or customer replies\u00a0process, the hybrid chatbot acts as a new <a href=\"https:\/\/www.ringcentral.com\/virtual-agent.html\">virtual agent<\/a>.<\/p>\n<p>A hybrid chatbot can take advantage of the existence of agents on the same communication channel to <b>answer only the requests that it is certain to have understood<\/b>. And this completely\u00a0changes the perception of the customer\u00a0who dialogs with bots only when they understand their\u00a0request.<\/p>\n<h2>2. The results obtained by combining RingCentral Engage and Botmind<\/h2>\n<p>Setting up a hybrid chatbot with RingCentral Engage and Botmind is very easy. The hybrid chatbot is added as a <b>new agent in the system<\/b>. This agent receives all incoming requests and depending on whether the client request is understood or not, it initiates a dialogue or recategorizes the conversation.<\/p>\n<p>There is no change in the agents&#8217; processes. The only notable change will be the reduction in the number of recurring requests to process because the virtual agent will process them. During a possible bot redirection, the agent accesses the history of the conversation between the user and the hybrid bot, in order to have all the information he needs.<\/p>\n<p>By performing this type of integration, RingCentral Engage and Botmind were able to observe the beneficial results on average response time and customer satisfaction:<\/p>\n<p><b>53%<\/b><br \/>\nOn average, the Botmind hybrid chatbot is capable of responding to 53% of customer requests for frequent intent. Agents see their workload reduced by more than half in terms of answering frequently asked questions.<\/p>\n<p><b>28 seconds<\/b><br \/>\nOn average, the response time to customer requests drops by 28 seconds thanks to the hybrid chatbot.<\/p>\n<p><b>26%<\/b><br \/>\nCustomer satisfaction increases by an average of 26%.<\/p>\n<p>In order for the real revolution of Artificial Intelligence to occur, it is essential to combine it with human intelligence.<\/p>\n<p>For Customer Care, the hybrid chatbot is an excellent example of a relevant use of AI. A program is used for what it does better than a human: responding to many simple requests instantly. A human intervenes for what he knows better than a program: to understand the complex problems of another human being.<\/p>\n<\/div>\n<p>&nbsp;<\/p>\n<p>If you have complex business communication issues, you might need to think about a new platform. RingCentral offers a host of team solutions, from <a href=\"https:\/\/www.ringcentral.com\/business-phone-numbers.html\">business phone service<\/a> and <a href=\"https:\/\/www.ringcentral.com\/contact-center\/workforce-management.html\">workforce management<\/a>, to <a href=\"https:\/\/www.ringcentral.com\/virtual-call-center.html\">virtual call center<\/a> and <a href=\"https:\/\/www.ringcentral.com\/video-call.html\">video call<\/a>.<\/p>\n<div>\n<p><a href=\"http:\/\/site.dimelo.com\/en\/guide-chatbot-myths\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"align-center\" src=\"\/us\/en\/blog\/wp-content\/uploads\/inline-images\/CTA-Chatbot-Myths-Guide-EN_0.png\" alt=\"Chatbot Myths Guide\" data-entity-type=\"file\" data-entity-uuid=\"54079989-c490-48e2-92fc-1e30f6bcc860\" \/><\/a><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Customers&#8217; expectations towards businesses have been impacted by a change of how customers consume. 64% of consumers\u00a0now expect a brand to interact with them in real time, and 80% say receiving immediate responses positively influences brand loyalty. Channels such as messaging, used by 2 billion people around the world, are a way to adapt to &#8230;<\/p>\n","protected":false},"author":29,"featured_media":49419,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18390],"tags":[],"class_list":["post-49418","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication-and-collaboration"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Hybrid chatbot: how to make humans and robots work together | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Customers&#039; expectations towards businesses have been impacted by a change of how customers consume. 64% of consumers\u00a0now expect a brand to interact with\" \/>\n<meta name=\"robots\" content=\"index, follow, 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