Skybuffer solution made real and now makes wide use of seamless targeted on-demand human guidance where the operator can step in and out the conversation flow releasing the steering back to cognitive automation as soon as human expertise is no longer in need.
The operator can step into the dialogue even when it is “green” to trigger some marketing scenario when appropriate and make a user an offer they can’t refuse. In this case, the operator joins the chat and writes a message to the AI Assistant in the “Message to AI” area. The text is sent directly to the AI and it triggers the skill of buying a cell phone on credit with one of the company’s partnering organizations.
Optionally, the operator can return to this dialogue again and ask, for example, if the user is happy with the offer, wonder if they have taken any action to buy the products, etc.
Internal Notes can be used for various purposes, for example:
The Operator can close the ticket which results in setting the status of Proposed solution and moving the conversation into history.
The dialogue remains open for the user who can continue their communication. That is exactly why the hybrid chats use dual numbering of the dialogues: Conversation ID and Log ID
This allows dividing the user’s conversations into several logically completed requests and being able to view the entire conversation.
My Teams application allows us to view groups of operators according to their SAP authorization to access this or that particular information.
My Teams allow seeing the status of the operator, the contact details, data on organizational structure.
Additionally, the functionality of My Teams can be enriched with the history of latest dialogues processed by the operator.