FAQs

Here is a list of frequently asked questions.

What are the various flavors of deployment?

  • Hybrid Chat solution integrated with Cisco Contact Center where agent gadget is embedded in the Finesse with or without a chatbot integrated.
  • Standalone web-based application, with or without a chatbot integrated.

Which customer chat channels can be integrated with Hybrid Chat?

  • Web-Chat
  • Facebook Chat
  • SMS Chat
  • Viber
  • Twitter chat
  • We-chat
  • Whatsapp Chat

Which chatbot frameworks can be integrated with Hybrid Chat?

Microsoft Bot Framework (Cloud-based)
IBM Watson (Cloud-based)
Google DialogFlow (Cloud-based)
Rasa.ai (On-premise but can be installed on the Cloud environment)

Who can train the chatbot?

  • Customer
  • Partner
  • Expertflow (provisioning of training data for the chatbot will be customer's responsibility if bot training is done by Expertflow.)

Which languages do you currently support?

Agent Chat

Hybrid Chat agent chat supports all languages.

Chatbot

On-premise:

Rasa Framework: https://rasa.com/docs/rasa/nlu/language-support/
* Using Tensorflow Embedding, other languages can be supported with Rasa bot but with a very high amount of training data/utterances.

Cloud:

IBM Watson: https://cloud.ibm.com/docs/services/assistant?topic=assistant-language-support

Google Dialogflow: https://docs.google.com/document/d/1ojYtgHzDtTuVODW__rYgjb_SxzgmemBwJvizk_6nRJ4/edit#heading=h.hutdxu2deyzn

Microsoft Bot Framework: https://docs.microsoft.com/en-us/azure/cognitive-services/luis/luis-language-support

What features do you currently provide in the Hybrid Chat Supervisor interface?

  • Silent Monitoring
  • Barge-in

What features do you currently provide in the Hybrid Chat Agent interface?

  • Chat transfer
  • Chat conference
  • Customer Chat Channel info (Facebook, Web chat, etc)
  • Timer service in conference mode to send the most suitable reply by the bot in the agent's absence
  • View Top three intents (with scores) and bot suggestions. Not available with Google DialogFlow

Can Expertflow Hybrid Chat be embedded inside Microsoft CRM?

Yes

What kind of reports do you provide in Hybrid Chat?

  • Cisco CUIC
  • Expertflow Business Intelligence