You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.
The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.
You need to configure a prerequisite before you can implement the chatbot.
Which prerequisite should you configure?
Click on the arrows to vote for the correct answer
A. B. C. D. E.A.
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agentSure, I'd be happy to provide you with a detailed explanation.
In order to implement a chatbot that can escalate to a manager if necessary, there are a few prerequisites that need to be configured. Based on the answer choices given, it appears that the focus is on configuring the chatbot and queue settings.
Option A, "Configure context variables for a chatbot," is not directly related to the functionality of the chatbot in terms of escalation. Context variables are used to store and retrieve information about a user's session, such as their name or previous interactions, and can be helpful for personalizing the chatbot's responses. However, they are not a prerequisite for escalation.
Option B, "Create one chatbot in one queue with a human having a higher capacity over the chatbot," would not allow for escalation to a manager. This option suggests that a human agent would always be available to handle incoming chats, with the chatbot as a backup. While this could be a valid approach for some scenarios, it does not address the need for escalation.
Option C, "Create one chatbot in one queue with the chatbot having the highest capacity over human capacity," is also not a good fit for the given scenario. This option suggests that the chatbot should always be prioritized over human agents, which may not be appropriate if customers need to escalate to a human.
Option D, "Configure a Microsoft Teams support channel for the chatbot," is not directly related to escalation. This option would allow the chatbot to be available in a Teams channel, but it does not provide a mechanism for escalation.
Option E, "Configure an SMS channel for a chatbot," is also not directly related to escalation. This option would allow the chatbot to be available via SMS, but it does not provide a mechanism for escalation.
So, based on the given answer choices, the best option is B, "Create one chatbot in one queue with a human having a higher capacity over the chatbot." However, as mentioned earlier, this approach does not address the need for escalation.
In order to allow for escalation, one possible solution would be to create multiple queues with different levels of escalation. For example, the chatbot could initially handle incoming chats and then escalate to a first-level human agent if necessary. If the first-level agent is unable to resolve the issue, the chat could be further escalated to a second-level agent or manager.
Alternatively, the chatbot could be configured to detect when a customer is requesting to speak with a manager and automatically escalate the chat to the appropriate queue. This would require setting up rules and triggers within the chatbot to identify these types of requests.
Overall, there are many different approaches that could be taken to implement a chatbot with escalation capabilities, and the specific solution will depend on the company's requirements and resources.