Primas CX is a middleware that helps to enable Omni CX for a contact center.

The chatbot is one of our Omni CX channels. Primas CX Bot is built using MS Bot Framework, Google Dialogflow. Therefore, AI chatbot can be implemented quickly for specific business needs.

We have customized the connectors help to connect to several chat client channels such as Facebook Messenger, Web Chat, Skype, LINE, WhatsApp, MS Teams, Slack...; and we have built several connectors for SMS channels such as Twilio, Zipwhip, RingCentral.

Therefore, we have a flexible approach to use the same bot logic but connect the bot to the customized chat clients. Adding a new chat client channel is straightforward.

The approach in which we queue a chat/SMS conversation to an agent is the same as the approach to queue a phone call to an agent. The advantage of this approach is we re-use the existing ACD queues and agents for the phone call. So, the contact center can pull the same reports for the chat channel like the phone call channel without having to manage the queue and agent in a separate system for the chat channel.

Primas CX has built-in self-service AI chatbot framework that is very easy to customize following the specific business needs.

The AI Chatbot can be built using MS Bot Framework or Google Dialogflow.

Primas Chatbot integrates with SMS service providers such as Twilio/Zipwhip/RingCentral to send/receive text messages from customers.

Primas CX integrates with the contact center to be able to monitor, place a phone call via a SIP trunk.

Customers send a text message to SMS service, Primas Chatbot receives the text message, it triggers a conversation dialog to understand the customer's issue and responds to the customers.

The Self-service Chatbot may solve the customer's issues without needing a human agent to get involved.

If the customers want to escalate the support to a human agent, Primas CX will help to escalate the conversation to a human agent using the existing phone system that it has already integrated.

There are 2 ways to escalate a text conversation into a phone call:

  1. Primas CX will make a phantom call to the ACD queue. Primas CX will monitor the phone call events and show the chat conversation as well as screen pop information to the agent desktop when ACD delivers the phantom call to the agent. The agent is able to convert the conversation to a real phone call to the customer by clicking a button inside Primas CX popup.

  2. Primas CX will make a schedule to call back the customer, then transfer the phone call to the ACD queue. Primas CX will monitor the phone call events and show the chat conversation as well as screen pop information to the agent desktop when ACD delivers the phantom call to the agent.

PrimaCX offers 4 scenarios that a customer can interact with the contact center via SMS bot (text-bot):

  1. Escalate from a Self-service text bot to a Human-agent

  2. Escalate from a Self-service text bot to Call Return

  3. Text caller while waiting for Call Return

  4. Text caller while waiting in ACD Queue

Scenario 1 -Escalate from a Self-service text bot to a Human-agent

A customer does a text conversation with a self-service chatbot. Then, the customer wants to escalate to a human agent since the self-service chatbot doesn't satisfy the customer. Primas CX support to escalate the text conversation or any other chat media type to deliver the conversation to a human agent using the same phone call ACD queue.

The main scenario:

  1. Alice wants to cancel her booking but it is a non-refundable booking.

  2. She sends a text message to the support number.

  3. An SMS Bot responds to Alice and asks her about her booking number, the reason for canceling, and other necessary information.

  4. Alice interacts with the SMS bot to follow a pre-defined bot flow.

  5. Alice wants to escalate the support to a representative since her booking is non-refundable booking and the bot can't solve her issue.

  6. Primas CX places a phantom call to the ACD queue. The call delivered to a representative who logged in to the queue.

  7. The Primas CX shows the representative Alice's booking information and the issue description that Alice provided in the text messages as well as the text conversation in a chatbox. The representative knows all information about Alice's issue and responds to Alice's text message quickly via the chatbox.

  8. Alice wants to talk to the representative.

  9. The representative clicks a Call button. A phone call is connected to Alice immediately and they start talking on the phone call to solve the issue quicker.

  10. Alice fells happier with the contact center.

 

Scenario 2 -Escalate from a Self-service text bot to Call Return

Any time throughout the day, if a caller sends a text to the bot, the bot flow will prompt the caller for the required information to be stored in PrimasCX for retrieval when the call is presented to a representative upon Call Return. In this case, the unsolicited text will schedule a call return if the caller wants to escalate a representative.

The main scenario:

  1. Alice wants to cancel her booking but it is a non-refundable booking.

  2. She sends a text message to the support number.

  3. An SMS Bot responds to Alice and asks her about her booking number, the reason for canceling, and other necessary information.

  4. Alice interacts with the SMS bot to follow a pre-defined bot flow.

  5. Alice wants to escalate the support to a representative since her booking is non-refundable booking and the bot can't solve her issue.

  6. The SMS bot will ask Primas CX to schedule a phone call to Alice.

  7. The Primas CX calls Alice and transfers the call to a priority queue to talk with a representative.

  8. The Primas CX shows the representative Alice's booking information and the issue description that Alice provided in the text messages. The representative knows all information about Alice's issue and solve Alice's issue quickly.

  9. Alice fells happier with the contact center.

 

Scenario 3 - Text Caller while waiting for Call Return

The SMS bot integrated with the call return feature. While a patient is waiting for a call return. PrimasCX sends a text message to the patient via the provided phone number. The bot flow will prompt the caller for the required information to be stored in PrimasCX for retrieval when the call is presented to the agent upon Call Return.

The main scenario:

  1. Alice wants to cancel her booking but it is a non-refundable booking. She wants to talk to a contact center representative (a live-agent) to ask for help.

  2. Alice calls to the contact center.

  3. The contact center IVR tells Alice that there are too many persons are waiting in the queue and it can offer to Alice a call return. IVR lets Alice know the estimated waiting time is 30 minutes and it can call back when it is Alice's turn instead of waiting in the queue.

  4. Alice accepts the callback offer.

  5. The IVR asks Alice if she wants to interact with SMS messages in order to save her time to talk to a representative.

  6. Alice accepts the SMS message offer.

  7. Alice receives an SMS message from the SMS Bot to ask Alice about her booking number, the reason for canceling, and other necessary information.

  8. Alice interacts with the SMS bot to follow a pre-defined bot flow.

  9. When it is Alice's turn to connect to a contact center representative as the estimated waiting time, the contact center calls Alice, then transfers Alice to a priority queue to talk with a representative.

  10. The Primas CX shows the representative Alice's booking information and the issue description that Alice provided in the text messages. The representative knows all information about Alice's issue and solve Alice's issue quickly.

  11. Alice fells happier with the contact center.

 

 

Scenario 4 - Text Caller while waiting in ACD Queue

While a patient is waiting in a queue,  PrimasCX will send a text message to the patient asking if they wish to provide more information through SMS before talking to an agent.  If the patient accepts, then the bot flow will prompt the caller for the required information to be stored in PrimasCX for retrieval when the call is presented to the agent upon Call Return.

The main scenario:

  1. Alice wants to cancel her booking but it is a non-refundable booking. She wants to talk to a contact center representative (a live-agent) to ask for help.

  2. Alice calls to the contact center.

  3. The contact center IVR tells Alice that there are too many persons are waiting in the queue and it can offer to Alice a call return. IVR lets Alice know the estimated waiting time is 6 minutes and it can call back when it is Alice's turn instead of waiting in the queue.

  4. Alice denies the callback offer and wants to wait in the queue since the waiting time is not too bad.

  5. The IVR asks Alice if she wants to interact with SMS messages in order to save her time to talk to a representative while she is waiting in the queue.

  6. Alice accepts the SMS message offer.

  7. Alice receives an SMS message from the SMS Bot to ask Alice about her booking number, the reason for canceling, and other necessary information.

  8. Alice interacts with the SMS bot to follow a pre-defined bot flow.

  9. When it is Alice's call rings to a representative, Primas CX shows the representative Alice's booking information and the issue description that Alice provided in the text messages. The representative knows all information about Alice's issue and solve Alice's issue quickly.

  10. Alice fells happier with the contact center.

COMPANY

PRODUCT

SERVICE

To find out more, contact us today!

PHONE:

+1.888-477-4627

FAX:

+1.714-908-8501

EM:

© 2020 by Primas Group.