A place to ask questions, connect with others, and stay in the know
In this video Guru talks about a use-case where Bots and Knowledge Workbench, can be used to filter message interactions containing profanity. Bots can be used to deflect these message requests so they do not connect with Agents.
Customer had issues with spammers abusing their agents, leaving profanity on chats, issuing threats thereby affecting agent's morale, time and resources. Since all interactions got routed to agents, there was no way to validate profanity from spammers.
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Presenter: @Guru Prasadh Jeevan Rao
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