Introduction

Bot recommendations are relevant automations that agents can use to resolve consumer queries.

When bot recommendations are used, the agent is freed up to handle other queries that require a human touch. Agent productivity is thereby improved, as are conversational outcomes and overall operational metrics for the contact center.

This topic discusses important concepts related to bot recommendations.

Delegating conversations to bots

When a bot is recommended to an agent, the agent can delegate the conversation to the bot. The agent stays in the conversation, so they can monitor the bot’s progress and remove the bot if needed.

The conversation flow when a bot is joined to the conversation

When the agent delegates the conversation to the bot, the query that triggered the bot recommendation is passed to the bot in order to start the most relevant dialog. That utterance is checked against both the patterns and intents in the bot's dialog starters. A dialog is triggered according to the rules for dialog starters in Conversation Builder bots.

The above is the case regardless of whether the bot was recommended in the conversation or in the On-Demand Recommendations widget.