You need to put in some outcomes and milestones in the bot and chat/messaging flow to allow for tracking of that.
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Robert Wakefield-Carl
TTEC Digital, LLC fka Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 03-08-2023 14:01
From: Tommy Oudavanh
Subject: ChatBot Interaction
We are working on implementing ChatBot. The ChatBot is currently only helping with login assistance, and will transfer if it is any other topics. We are wanting to see the interactions of ChatBot, but we can only see the interactions that were transferred to a rep. Does anyone know where we can find the ChatBot interactions that it was able to handle? We want to see the actual conversation, Bot Performance only shows the intents that were used. Also is there is a way Bot Performance can show if the chat was transferred or not?
#ConversationalAI(Bots,AgentAssist,etc.)
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Tommy Oudavanh
ISN Software Corporation
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