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    • PDF Guides to Tools: AI Chatbot, AI Voicechat and Omnichannel Console
  • Voicebot
    • Welcome to the InteliWISE Voicebot solution! Create your Voicebot just in 5 minutes...
      • Learn
      • Act
      • Explore
      • Connect
    • Meet InteliWISE Voicebots.
      • What are voicebots?
      • Which voicebot templates do we offer?
      • How to make voicebots work?
  • Quick guide to creating voicebots.
    • How do voicebots understand people and respond correctly?
    • How to create a free InteliWISE account and your first voicebot project?
      • Quick way to create a free InteliWISE account
      • How to start a new project?
    • How to design the flow of the conversation?
    • Take an advantage of the InteliWISE Voicebot Builder
      • What to choose from the Blocks Menu?
      • How to design a Conversational Flow Scenario?
      • How to configure the Block Options Panel?
      • How to benefit from buttons?
    • Find out if you want to use InteliWISE voicebot templates.
    • How to create a voicebot?
      • How to set up the start call block?
      • How to add blocks and connectors and how to remove them?
      • What are variables?
      • How to set up the needed data?
      • How to confirm the name of the customer?
      • How to branch a Conversation Flow Scenario?
      • How to confirm the appointment date?
      • How to reuse the same block in the scenario?
      • How to end the conversation?
  • What can you do with InteliWISE blocks?
    • START CALL – How to start a conversational flow scenario?
    • SAY – How to make your voicebot speak?
    • CUSTOM JS – Where to insert a custom code?
    • IF CONDITION – How to influence a voicebot behavior depending on conditions?
    • CONFIRM – How to get confirmation from a customer?
    • CONFIRM DATE – How to make a voicebot confirm the agreed date with a customer?
    • DATE – how to get a date from a customer?
  • How to connect a voicebot with a phone number?
    • How to configure the telco infrastructure?
    • We recommend the InteliWISE Shared Telco Infrastructure.
    • Do you need an InteliWISE dedicated telco infrastructure?
    • Would you like a custom implementation in your company infrastructure?
    • What is required for the on-premise implementation?
      • What are hardware requirements for the InteliWISE voicebot?
      • What hardware do is needed for automated speech recognition (ASR) system?
      • What hardware do you need for text-2-speech (TTS) system?
    • Let's compare available telco infrastructure options.
    • InteliWISE DIALER – What if you need an outbound campaign?
    • Can voicebot be integrated with other systems?
  • How to contact us? How to access the support team?
  • Chatbot
    • Welcome to the InteliWISE Chatbot solution!
    • Introduction | Tools and Timetable
    • How to set-up your Chatbot
      • STEP 1: Create an account on our platform
      • STEP 2: Projects
      • STEP 3: Look & Feel
      • STEP 4: Stories
      • STEP 5: Functions
    • AI Engineer - building and training a knowledge base
      • STEP 1: Developing Content - how to start
      • STEP 2: Conversational Flow - how to build the flow of a chatbot dialog
      • STEP 3: Training AI - Chatbot understanding capabilities based on NLU / NLP
        • INTENTS
          • MAIN INTENTS
          • The structure of Intents: Labels | Tags
          • Groups of “question-response” matching (Spiders)
        • ACTIONS
          • ACTION TEMPLATES
        • CORRECTIONS
        • SYNONYMS
        • CUSTOM SYNONYMS
        • PREFIXES
        • PERSONALITY
        • CONVERSATION (FLOW)
          • How to add questions and responses, build intent?
          • Handling exceptions (incl. ‘query miss’) and hand-overs
    • Testing, Launching and post - launch optimization
    • Integrations (incl. Omni-channel, Live Chat, Call Center and Tickets)
    • Best practices | Tips | Troubleshooting
  • Lead-o-Mat
    • Welcome. Hyvää päivää. Schönen Tag. Buenos días. 早上好
    • Win more leads with your Lead-o-Mat. Add to your site just in few steps.
    • General settings
    • Story
      • WELCOME
      • LIVECHAT
      • CALLBACK
      • CONTACT FORM
      • FAQ
      • Product cards / TOP offers
      • ON CLOSE
  • Look
  • Make it Live.
  • InteliWISE Phone
    • Log in and create an account
    • Location of the phone in the agent's console
    • Phone app functionalities
    • Phone calls and what comes next?
      • Incoming call
      • Outgoing call
    • How to access the support team?
  • Agent's Console
    • Log in and create an account
    • Agent's console features
      • Right top panel
      • Left side panel
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On this page
  • Integration with external knowledge sources (i.e. search engines)
  • What are the available features for integration with live agent tools
  • How to integrate Chatbot with other IT systems

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  1. Chatbot

Integrations (incl. Omni-channel, Live Chat, Call Center and Tickets)

In a hand-over scenario, in other words when Chatbot is NOT able to provide an actionable response, it can be programmed to escalate the conversation, which includes more complex issues, to a live ag

PreviousTesting, Launching and post - launch optimizationNextBest practices | Tips | Troubleshooting

Last updated 3 years ago

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In a numerous, successful web self-service projects, any virtual conversation can be escalated to a Live Operator, via an assisting, seamlessly integrated live chat functionality. Knowledge Base is utilized by users for self-service. It can address most common and less complex questions. However there are situations which require human interaction. Thus, Inteliwise System also provides seamless switch between Virtual Agent (automated solution) and Live Chat operator (human being). The conversation can be switched between Knowledge Base and Live operator many times, as well as transferred between multiple operators.

The Live operator is also able to search through the Knowledge Base for faster responses. The system even enables the operator to manually switch the conversation back to the Virtual Agent (Knowledge Base) if the topic is well covered by the Automated Solution.

Escalation to a chat with Live Agent - The virtual chat with a Chatbot can be patched to a live person, that can take over the conversation and provide adequate support.

If none of the operators is logged into the console, we can display the defined response along with the suggested topics (as in sub-point a).

Escalation to contact form (ticket) - The administration panel allows one to configure many scripts and forms that can be called from within the InteliWISE AI-Engineer Content Builder as a reaction to the lack of response. Below one can find the example with Contact form:

Integration with external knowledge sources (i.e. search engines)

The Chatbot can reach out to external sources, incl. web search engines, to provide a response that could be the closest match. In this case, Chatbot presents a list of (search engine) results, instead of one single (Chatbot) response.

What are the available features for integration with live agent tools

  • Intelligent escalations - forwarding the Chatbot dialog to live - assisted tool:

  • The ability to set (control) the conditions of escalation, based on:

  • Level of AI- accuracy - capability to recognize the question by AI ("Virtual Assistant does not know the response")

  • Numbers of unresponsed questions by the Virtual Assistant system (eg redirected to a customer service consultant after 1 question not solved by the Virtual Assistant )

  • specific words to detect in the question (as defined by keywords captured in the user's question (eg, question with words: recovery, pin, banking machine ))

  • number of characters in question Possibility to set redirect to:

  • customer service consultant on Live Chat: without opening additional modules (windows) / dialogue subpages - text dialogue goes smoothly in the same module (window) - client simply continues chatting (text dialogue)

  • customer service consultant on phone helpline,

  • consultant on Click-2-Call or voice connection through a web browser,

  • customer service consultant on video chat,

  • ticket or mail system (redirection from the form)

  • By displaying the correct phone number to the user

How to integrate Chatbot with other IT systems

Chatbots can be integrated with CRM, ERP, HR and other systems - please refer to technical documentation on

For feasibility analysis please talk to us .

https://inteliwise.com/resources/technology/
support@inteliwise.com