Softdial Contact Center™ (SCC) from Sytel provides a complete solution platform for any type of chat messaging and chatbots. All sessions, whether live or virtual are distributed to agents via the routing mechanism, Softdial Pathfinder.
Text Chats: For live text chat, Softdial Pathfinder determines where to send the text message. If it defines the destination as a live agent, a chat session between a customer and the agent is established. Messages and files can be sent and received between both.
A wide range of third party messaging products can easily be integrated with SCC. For more details see the product sheet, 3rd Party Chat Integration.
Chatbots: When receiving an inbound chat message Softdial Pathfinder may identify the message's destination as a chatbot and, from this point, a chatbot session starts. Again, messages and files can be sent and received between the chatbot and the customer.
A chatbot is a service that people interact with via a chat interface. A customer can ask questions by typing in the same way they would ask a person. The chatbot will usually respond in a conversational style, and it may carry out actions in response to the conversation (for example, place an order for something).
There are two main types of chatbots:
Both kinds of chatbots are supported by SCC, and depending on the complexity involved, chatbots can be either entirely composed within Scripter, or can be third party products, integrated using Scripter.
Figure 1—With the SCC platform you can have chat sessions between customers and live agents, and between customers and chatbots.
Building Chatbots with Scripter: Using Scripter, it is possible to write chatbots to handle a wide variety of customer service activities. For example; delivery confirmations, health centre enquiries, product maintenance requests and information, timetable requests, to name just a few. A Text Processing Library, including a Natural Language Processing Engine, together with Scripter, are the key building blocks. Scripter can also enable access to any external system external or information source, to collect data to help make decisions and improve the chatbot dialog.
Please refer to the product sheet Building Chatbots with Softdial Scripter, for more information about the text processing features available in Softdial Scripter to build chatbots.
Figure 2— Logical connection between customers and a chatbot built with Softdial Scripter
Third Party Chatbots: External AI chatbot engines can also be easily integrated. In this case, Scripter handles all text communication between the chatbot and the customer. Chatbots can send a response to pass to the customer, or an action to Scripter instructing it to pass the text communication to a live agent. This can happen because the customer requested it, or perhaps because the chatbot senses that otherwise the customer may sign off.
When a session is transferred from a live agent to another live agent, or from a chatbot to a live agent, all session history is also made available, removing the need to re-establish who the customer is.
Please refer to the product sheet Integrating 3rd Party Chatbots, for more information about how to integrate Softdial Scripter with 3rd party chatbot engines.
Figure 3— Logical connection between customers and an external chatbot integrated with Softdial Scripter