![]() ![]() Monitor the bot conversations in real time by using the supervisor dashboard, which includes details such as customer sentiment.For example, you can route low-complexity issues to bots, or route the conversation to a sales or support bot based on the webpage browsing history of the customer. Configure routing rules to selectively route incoming requests to bots based on context, such as issue type or customer type.Analyze the bot transcript that's available in Microsoft Dataverse after the chat is completed.Transfer bot conversations to human agents, and include the full context of the conversation. ![]() Seamlessly integrate your bot with all channels without needing to add channel-specific code in the bot.When you integrate a Copilot Studio bot with Omnichannel for Customer Service, you get the following capabilities for bot conversations: More information: Enable a bot to escalate and end conversation When a conversation is escalated from a bot to a human agent, the agent can see the full transcript of the bot conversation and get complete context while engaging with the customer. Microsoft Copilot Studio allows organizations to automate routine conversations, letting agents focus on high-value interactions. If you’d like to try Dynamics 365 Customer Service for free, you can sign up for a 30-day trial.
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