The evolution of the end user’s experience has an inverse relationship to the amount of orchestration required behind the scenes. Creating virtual assistants is really a matter of providing simplicity for users by finding ways to solve increasingly complex problems within your ecosystem.

Here are two practical examples of a concierge bot that can connect to multiple bots and external integrations to provide a seamless user experience. It can use one of the several external NLU engines — LUIS for HR and ServiceNow for IT, and an internal model created directly from the OneReach.ai account. The virtual assistant routes to the correct bot to handle the user’s question based on the highest confidence result.

In the first example, a user requested a password reset. In this case, first, the virtual assistant uses NLU from both LUIS and ServiceNow in order to give user the best response to their question. Then it tells the user what the best response is and which engine it came from, and since they need a password reset, it creates a ticket on ServiceNow so that the user can get the help they need.

Virtual agents

You can see a similar virtual agent that connects with a live agent through ServiceNow. It creates transfer to a live agent where it can facilitate interaction between an agent and ServiceNow and a user on an RWC. In the video below, we explained in more detail how this concierge bot is built and how all external integrations could orchestrate behind the great user experience.

Creating virtual assistants is really a matter of providing simplicity for users by finding ways to solve increasingly complex problems within your ecosystem.

The Company is a leading global provider of comprehensive logistics and transportation solutions with 12k offices and 60k+ employees. They receive thousands of calls per day, and needed to create an efficient system so that call centers weren’t overwhelmed. Additionally, The Company increases efficiency by telling customers where to pick up their package (rather than delivering to the customers’ personal address). This makes delivery updates and notifications necessary for good CX.

Empowering employees

Here are two practical examples of a concierge bot that can connect to multiple bots and external integrations to provide a seamless user experience. It can use one of the several external NLU engines — LUIS for HR and ServiceNow for IT, and an internal model created directly from the OneReach.ai account. The virtual assistant routes to the correct bot to handle the user’s question based on the highest confidence result.

Here are two practical examples of a concierge bot that can connect to multiple bots and external integrations to provide a seamless user experience. It can use one of the several external NLU engines — LUIS for HR and ServiceNow for IT, and an internal model created directly from the OneReach.ai account. The virtual assistant routes to the correct bot to handle the user’s question based on the highest confidence result.

• Onboarding Deadline Detection: the ability to monitor deadlines and remind people to take required actions.
• Trigger Text Flow: the ability to recognize the channel a worker prefer to communicate through and interact via a wide range of channels.
• Populate Buttons: the ability to present the options that are relevant and tailored for the worker based on specific circumstances and data.
• Scheduling Information: the ability to schedule events and manage changes considering preferences of all participants.

Here are two practical examples of a concierge bot that can connect to multiple bots and external integrations to provide a seamless user experience. It can use one of the several external NLU engines — LUIS for HR and ServiceNow for IT, and an internal model created directly from the OneReach.ai account. The virtual assistant routes to the correct bot to handle the user’s question based on the highest confidence result.

In the first example, a user requested a password reset. In this case, first, the virtual assistant uses NLU from both LUIS and ServiceNow in order to give user the best response to their question. Then it tells the user what the best response is and which engine it came from, and since they need a password reset, it creates a ticket on ServiceNow so that the user can get the help they need.

It can use one of the several external NLU engines — LUIS for HR and ServiceNow for IT, and an internal model created directly from the OneReach.ai account. The virtual assistant routes to the correct bot to handle the user’s question based on the highest confidence result.