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).
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.
Original release date: 2020-01-13
Requirements
- Must be a RingCentral Engage customer
- Must be a Cognigy customer
Installation
https://docs.cognigy.com/docs/deploy-a-ringcentral-engage-endpoint