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    How does Agent Handoff (IVR or call-centre ‘chat’ cha...
    Topic posted June 18, 2018 by Krunalmehta Green Ribbon: 100+ Points, last edited July 12, 2018 by Arijit ChakrabortyBronze Trophy: 5,000+ Points, tagged Bots, Messaging, Tip 
    357 Views, 4 Comments
    How does Agent Handoff (IVR or call-centre ‘chat’ channel) work in Bot?
    How to handover the chat to agent via bot if the call is made to call centre for further assistant?


    There is one requirement from one of our clients. If user query is not solved through bot then he will be redirected to a agent(via call) for further assistance. 

    Does Oracle Bot provide any facility/functionality which satisfies this? How does Agent Handoff (IVR or call-centre ‘chat’ channel) work in bot? We need any use case diagram or materials or write ups if available. 



    • Grant Ronald

      Yes this is a feature of Oracle Intelligent Bots, although I believe the "Full on" feature is about to be delivered in an up and coming release.  Basically you can define a connection to Service Cloud, then depending on the conversation, you can decide to call a new System  component which the makes the call to service cloud and routes the conversation via the bot.

      • Krunalmehta

        Ok. Thanks Grant for the intimation.

      • Ram Yadav

        Hello Grant,

        We also have a similar usecase but customer does not have Service Cloud. They have  Avaya based (IVR) and their own CRM systems(SugarCRM and AEGIS) and these CRMs does not have any chat capabilities.

        Agents are receiving calls through Avaya (IVR) to answer the customer's query and referring the CRM system to fetch the customer details.

        Can you please suggest how to redirect from Bot(ODA) to Avaya IVR system(phone call) and handover the request to agent?

        Does CRM system must have chat system for Agents to handover?



    • Martin Jarvis

      I have a short video of this in action. See attached.