Join @VikasRaidhan as he answers your questions about Multi Channel, as it pertains to:
Pega NLP integration in channels
Session Dates: June 21 - July 2.
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Vikas Raidhan currently manages all things Emailbots in Pega platform and Customer service. He has led the architecture and design of Email bots, Email manager portal, NLP integration with channels and preview console right from the beginning. Having worked for over 10 years in Pega engineering, Vikas has rich knowledge of core platform functionalities. He likes to work closely with customers, provides thought leadership in various Pega implementations and believes in upgrade excellence. He is very active on Pega Community and follows everything that is tagged with Conversational Channels or Intelligent Virtual Assistants.
Message from Vikas:
Multichannel is fairly new and arguably one of the most exciting areas of Pega platform. Lot of research goes on resulting in several new features every release. We have seen tremendous growth in adoption of Email and Chat bots from our customers in recent times. Given the increasing demand of bots, we are thrilled to convene ‘Ask the expert’ session to answer anything related to Multi channel at Pega. Head over to official pages to learn more about bots (https://www.pega.com/products/platform/intelligent-virtual-assistant) and I am happy to answer your queries in the upcoming ‘Ask the expert’ session.
Our application is built on top of CS framework (8.5), we have agents who will work both on chat(Unified message whatsapp escalation) as well as CTI calls. We need to make sure we do not route any chat request to the operator who are currently busy with other CTI call or even when there is a CTI call pop up displayed for acceptance.
Do you have any suggestion on how to proceed with this? I am new to unified messaging, so little detailed suggestion would be helpful.