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Channel – Multichannel – Integration of Chat and Voice over Messages with Cognitive Assistance and Human Attention Capability.

"Our customers contact us through channels like Whatsapp, Teams, Facebook Messenger, Instagram Messenger, Twitter Direct, phone calls, or chats on our website (Widget). An automated flow in Lynn welcomes them and initializes an inquiry 'Please tell us how we can assist you'. At this point, the user can freely describe their need or request. Each typed or spoken phrase is evaluated by the cognitive module to find the intention that best reflects their request. For instance, if our client inquires: 'I want to talk to an Operator', the corresponding intention is detected, and immediately, a message is shown indicating 'You will soon be attended by an operator'. If the conversation originated from a voice channel, it will be connected to a phone support operator (voice); if it's from a digital chat channel, the conversation is routed to a support operator who will assist through chat."

Status: Active.

Complexity: Advanced.

Category: Integration

Use Case Description

  • Usability: Incorporate multichannel strategies for voice and digital chat channels, integrating automations with cognitive capabilities and enabling conversation transfers to human agents based on channel characteristics.

  • Expected Outcome: Able to serve customers across a diverse array of channels, including voice, integrating cognitive self-services (bots) with the possibility of human interaction across chat engines.

Resolution Method for Use Case

Solution Description

  1. Preceding subscription and connection of target channels, a self-service flow with cognitive capabilities is structured in Lynn's designer, able to manage mixed deflections on voice and chat queues conditioned to the originating channel associated with the conversation.

  2. Upon detecting the cognitive intention associated with transferring the conversation to human management, the channel of origin is verified, and the conversation is transferred to the voice or chat support queue as necessary.

LYNN Components Involved

  • Messaging Gateway.
  • Voice Gateway.
  • Cognitive Module (Can be associated with Lynn's NLU).
  • Channels Sandbox (for testing).
  • Chat Engine (if choosing LMC).

Componentes Externos involucrados

  • Chat engine with voice and chat management capabilities.
  • External channel subscriptions.
  • Cognitive engine (not applicable if using Lynn's NLU).

Estimated Hours: 196 hours, referenced if executed by a Certified Lynn Core Developer (LCCD) personnel.

Additional Documentation:

Resource Center Documentation

External Documentation

  • Channel Policies