Explore the two key integration models—Bot as a Personal Assistant and Bot as an Agent—revolutionizing customer support services. Learn how these models redefine customer interactions.
Table of Contents
Question
What are the two models of bot integration with Customer support service?
A. Bot as a Personal Assistant
B. Bot as an agent
C. Integrated Bot
D. Bot as a proxy
E. Standalone Bot
Answer
B. Bot as an agent
D. Bot as a proxy
Explanation
Microsoft Bot Framework supports two models of bot integration with agent engagement platforms, like Customer support service. These two models are Bot as agent and Bot as a proxy.
Bot as agent model integrates bot on the same level as live agents: the bot is engaged in interactions the same way as Customer support personnel. Handoff protocol regulates bot’s disengagement and a transfer of user’s communication to a live person. This is the most straightforward model to implement.
The Microsoft documentation provides the following illustration of Bot as agent.
Agent Sam Agent Hub Agent Sally Your Bot
Bot as proxy model integrates bot as the primary filter before the user interacts with a live agent.
Bot’s logic decides when to transfer a conversation and where to route it. This model is more complicated to implement.
The Microsoft documentation provides the following illustration of Bot as proxy.
Message Router
YourBot
Agent Sam AgentSallv
Agent Hub
All other options are incorrect.
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