Care Assistant

Care Assistant

Integration by Cisco Systems

Published Aug 2 2018

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Published Aug 2 2018

Care Assistant

Integration by Cisco Systems
Onboard Your Own Care Assistant bot to Answer Questions and Escalate to Experts

A Webex Teams user can create a Care Assistant to pair Webex Teams users who have questions with experts who can help them. Care Assistant also helps experts by queuing and managing requests for an entire group of experts. Those experts send an answer or have Care Assistant set up a space with the customer if the question requires further discussion. On its own, a Care Assistant bot provides assisted service by connecting people together. If you want your bot to offer self-service, you can integrate it with a dialog engine, like google dialogflow. The Care Assistant bot can front-end those answers and escalate to an expert space only when the automation is not sufficient. Sample use cases include

  • Replace email aliases with a Care Assistant
  • Internal support groups to answer questions
  • Protect your experts by automating common questions and escalate only when appropriate

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