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How does Agent Handoff (IVR or call-centre ‘chat’ channel) work in Bot? — Cloud Customer Connect
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How does Agent Handoff (IVR or call-centre ‘chat’ channel) work in Bot?

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edited Jul 12, 2018 1:42PM in Digital Assistant and Mobile 4 comments

Summary

How to handover the chat to agent via bot if the call is made to call centre for further assistant?

Content

Hi,

There is one requirement from one of our clients. If user query is not solved through bot then he will be redirected to a agent(via call) for further assistance. 

Does Oracle Bot provide any facility/functionality which satisfies this? How does Agent Handoff (IVR or call-centre ‘chat’ channel) work in bot? We need any use case diagram or materials or write ups if available. 

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