Deploying a chatbot
Before getting into the technical aspects of deploying a chatbot, let’s take a look at why we need one, and why Power Virtual Agents would be the ideal recommendation for a Dynamics 365 Customer Engagement project.
As I mentioned in the introduction to the chapter, customer preferences show a growing tendency to choose a channel that offers advanced and real self-management capabilities over agent-based channels. This is due, among other factors, to the fact that if the self-management channel is mature, it will allow the person to carry out the management quickly and effectively, avoiding delays in queues, or delays due to lack of skills or knowledge on the part of the agent attending them.
When we think about a new implementation of a digital contact center, it is crucial to think about having as simplified a system architecture as possible to achieve effective processes without the risks of complex integrations. Dynamics 365 Customer Service has...
