An Approach for Integrating a Prominent Conversational Chatbot with a Contact Center

Abstract

A conversational chatbot has plenty of advantages and the capability to grow a business. Telecommunication software like contact center has been increasingly collaborating with conversational chatbots. It uses artificial intelligence that helps increase customer satisfaction scores and reduce the customer waiting time and effort to request the service. Depending on the use cases and requirements of a business, a prominent chatbot with a certain set of features has been integrated into a contact center. The integration problem arises when use cases have been changed, and there is a need for a prominent chatbot that satisfies the specific set of requirements. Therefore, this research work proposes a Bot Bridge which integrates a prominent chatbot into a contact center based on the requirement of a business. It can resolve the integration issues of multiple conversational AI chatbots interacting with telecommunication systems.