前言介紹
- 這款 WordPress 外掛「Hybrid Chat/Livechat for Cisco Contact Centers, Freeswitch, FusionPBX & Standalone deployments」是 2022-01-17 上架。
- 目前有 10 個安裝啟用數。
- 上一次更新是 2022-02-14，距離現在已有 1473 天。超過一年沒更新，安裝要確認版本是否可用。以及後續維護問題！
- 外掛最低要求 WordPress 3.5 以上版本才可以安裝。
- 尚未有人給過這款外掛評分。
- 還沒有人在論壇上發問，可能目前使用數不多，還沒有什麼大問題。
外掛協作開發者
外掛標籤
hybrid chat | expertflow chat |
內容簡介
使用我們屢獲殊榮的即時聊天解決方案，讓您的客戶聊天、機器人、呼叫中心和CRM融合在一起：
• 客戶（任何聊天和媒體通道：Facebook Messenger with rich messaging 、Mobile、WebChat、Whatsapp（固定月費無限消息！）、SMS、Skype、WhatsApp、Telegram、Viber、RCS、Apple Business Chat，..）
• 坐席使用Web應用程序、聯繫中心桌面應用程序（例如Cisco Finesse）或您的CRM（Oracle Siebel、Microsoft Dynamics CRM、Oracle Service Cloud、SAP、..）
• 以及（IBM Watson Assistant、Microsoft LUIS / Botframework / Cognitive Services、Google Dialogflow、rasa.ai，..）
• 透過您的呼叫中心路由（Cisco、Genesys、Freeswitch或FusionPBX），或使用獨立的路由能力。
• 監督員監控和群聊
• 瀏覽器推送通知
• 單行代碼嵌入您的網頁，透過WordPress插件或Google Tag
當機器人的信心得分低（“混合聊天”）時，該機器人將自動由人類坐席協助管理大部分聊天對話。在超時後，機器人將繼續自動回覆，其持續時間取決於機器人的信心值。
如果機器人無法回答問題且沒有可用的坐席，則可以建議回撥電話。
您還可以說坐席由機器人協助 - 也就是所謂的AI協助坐席。
對話平台還可以在沒有機器人的情況下工作，只需將多個聊天通道連接到坐席。或者當坐席與聯繫人通話時，使坐席向聯繫人發送聊天消息（例如SMS）。它還可以與多個機器人/對話引擎/虛擬禮賓服務進行集成，因此聊天框架或CC坐席可以從幾個機器人中選擇最佳答案。您不必受限於任何特定的機器人。相關的標記培訓數據以一種方式存儲，以便從一個機器人框架轉換到另一個機器人框架。
每位客戶的聊天選項卡都以顏色編碼，指示該特定對話中機器人的自然語言理解（NLU）信心分數。除非坐席在超時之前手動覆蓋機器人建議的答案，否則該分數還決定了保持時間，直到機器人的主要答案被發送。
聊天通道
混合聊天提供與媒體通道的集成，包括Facebook、WhatsApp、Viber、Web-Chat和SMS。有關每個支持的通道的更多詳細信息，請遵循以下相關鏈接：
Facebook
WhatsApp
Viber
SMS
Web-Chat
要開發其他聊天通道，請使用通道集成API。有關通道設置，請參閱通道管理器配置指南。
坐席平台
Hybrid Chat坐席是一個基於HTML5的可嵌入應用程序，使用坐席API構建。
該應用程序可以在任何HTML5兼容的瀏覽器中載入。您還可以將應用程序嵌入到WebChat插件中，或者嵌入到任何WordPress中，只需將一行代碼作為插件嵌入即可。
原文外掛簡介
Unify your customer chats, Bots, Callcenter and CRM by conferencing them with our award-winning live chat solution:
• Customers (any chat and media channel: Facebook Messenger with rich messaging, Mobile, WebChat, Whatsapp (fixed monthly price unlimited msgs!), SMS, Skype, WhatsApp, Telegram, Viber, RCS, Apple Business Chat,..)
• Agents using a web app, a contact center Desktop app (for ex Cisco Finesse) or your CRM (Oracle Siebel, Microsoft Dynamics CRM, Oracle Service Cloud, SAP,..)
• and (IBM Watson Assistant, Microsoft LUIS/ Botframework/ Cognitive Services, Google Dialogflow, rasa.ai,..)
• Routing via your callcenter (Cisco, Genesys, Freeswitch or FusionPBX), or using the standalone routing capabilities.
• Supervisor monitoring and group chat
• Browser push notification
• Single-line of code to embed into your webpage, via WordPress Plugin or Google Tag
The bot is is managing the bulk of the chat conversation and is automatically assisted by a human agent whenever the bot’s confidence score is low (“hybrid chat“). The bot will continue to auto-respond after a timeout, the duration of which depends on the bot’s confidence score.
If the bot is not able to answer the question and no agent is available, it can suggest a callback.
You could also say that the agent is assisted by the bot – a so-called AI assisted agent.
The conversational platform can also work without bots, simply connecting multiple chat channels to agents. Or enabling agents to send contacts a chat message (such as an SMS) to a contact while they’re on the call with that contact. It can also integrate with multiple bots/ dialogue engines/ virtual concierges, so the Chatframework or CC agent can choose the best answer from several bots. You are not bound to any particular bot. Relevant tagged training data is stored in a way to allows changing from one bot framework to another.
The chat tab of each customer is color-coded, indicating the bot’s confidence score of it’s NLU (Natural Language Understanding) for that particular conversation. This score also determines the hold time until the bot’s primary answer will be sent, unless the agent manually overwrites the bot’s suggested answer before the timeout.
Chat Channels
Hybrid Chat provides integration with media channels including Facebook, WhatsApp, Viber, Web-Chat, and SMS. For further details on each of the supported channels, follow the relevant links below:
Facebook
WhatsApp
Viber
SMS
Web-Chat
For developing additional chat channels, use the Channel Integration API. See Channel Manager Configuration Guide for channel settings.
Agent Platforms
Hybrid Chat agent is an HTML5 based embeddable application built using Agent API.
The app can be loaded on any compatible browser with the agent app URI and can be embedded in Cisco Finesse, Microsoft CRM, and any other HTML5 supported applications.
With CRM integration, Hybrid Chat can:
• Push chat activities to CRM
• Auto-login with CRM user login
• Automatic customer screen-pop on chat arrival, etc., assuming that CRM APIs are available
All of this can be done for instance in the case of Dynamics Unified Service Desk and Dynamics CRM Web through CIF (Channel Integration Framework). The same can be done for SAP Hybris using the SAP Widget Integration.
Bot Integration
A Hybrid Chatbot is more than just a chatbot. In addition to bot-to-customer conversations via pre-chat form, post-chat survey, conversational forms, response to repeating customer queries, the Bot also controls a chat conversation based on different internal or external events.
You may use Rasa, Google DialogFlow, or can integrate any bot of your choice using Chatbot API.
Hybrid Chat contains rasa.ai out-of-box but it can be integrated with Google DialogFlow, IBM Watson, Microsoft LUIS, or any bot implementing Chatbot API. The chatbot may serve the customer directly as a primary interface or assists the human agent by giving suggestions on every customer query. To learn how Hybrid Chat integrates with a bot, see:
• Rasa
• Dialogflow
Learn more about Hybrid Chat bot capabilities for a conversation control.
Demo Environment
We have a customized demo environment available on Cisco Dcloud that can be accessed by following the guidelines on this Demo Enivronment Guide.
Forum for Queries Related to Solution
We have also a public forum where you can find the responses and discussions on previous queries and you can also participate or intiate the discussion. Forum can be accessed here.
This is the documentation link where you can find complete latest details and updates of the product.
各版本下載點
- 方法一：點下方版本號的連結下載 ZIP 檔案後，登入網站後台左側選單「外掛」的「安裝外掛」，然後選擇上方的「上傳外掛」，把下載回去的 ZIP 外掛打包檔案上傳上去安裝與啟用。
- 方法二：透過「安裝外掛」的畫面右方搜尋功能，搜尋外掛名稱「Hybrid Chat/Livechat for Cisco Contact Centers, Freeswitch, FusionPBX & Standalone deployments」來進行安裝。
（建議使用方法二，確保安裝的版本符合當前運作的 WordPress 環境。
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