Introduction of Bot Framework
Bot Framework is an API which supports multiple instant messaging channels (like Facebook, Telegram, Skype, Skype for Business, etc.). This API has one simple interface for all these channels. The message flow is as follows:
- Customer sends message to your Facebook page.
- Facebook sends the message to Bot Framework (Microsoft servers).
- Microsoft translates the API to their own API, forwards the message to your callback The CallBack feature enables the customer to leave his / her number to be called back by an available agent during business hours. URL.
- You receive the message on your callback URL.
- You process the message.
- You reply to the message.
- Microsoft relays the reply message back to Facebook.
- Facebook delivers the message to the customer.
The more channels Microsoft adds to Bot Framework, the more channels the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. will support out of the box.
By adding a bot to the dialogue, you can decrease the number of unnecessary dialogue. By letting the bot answer the simple answers and letting the advanced questions move to your agents.