Live Agent Transfer

If you have Oracle B2C Service Chat, you can enhance your skills to offer the choice of escalating the conversation to an agent whenever the skill senses that the customer is stuck or frustrated, thus increasing customer satisfaction.

Oracle Digital Assistant lets you integrate your skill with a live agent system in two ways:

  • You can integrate with version 18C (and later) of Oracle B2C Service through an Agent Integrations channel as described here.
  • You can integrate with a webhook channel as described in the Transfer Digital Assistant Chats to Live Agents solution.