Omnichannel Integration - Health Bot (2022)

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Dynamics 365 Omnichannel integration allows the patient to interact with Health Bot using the Dynamics 365 chat widget to access the medical knowledge and your custom scenarios. It also allows the escalation of a bot conversation to a live agent to continue the interaction. When escalating a conversation, Dynamics passes along the conversation history and the context to the agent.

Configuring Health Bot to engage with Omnichannel

Turn on the Dynamics 365 Omnichannel message bridge by navigating to Configuration > Conversation > Human handoff in your Health Bot management portal. Find the Dynamics 365 Omnichannel configuration and enable the message bridge.

Omnichannel Integration - Health Bot (1)

Configuring the Dynamics 365 Omnichannel

To integrate a bot with Omnichannel for Customer Service, you must:

  1. Create a Bot User
  2. Add a bot user to the queue(s)
  3. Set escalation rules

Note

Updates to the Omnichannel messaging platform will be rolled out in the beginning of 2022.During this period, users must also configure the Dynamics Omnichannel as described under the channels section. For more information see here.

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Create a Bot User

To create a bot user, you will first need to obtain your Health Bot ID. In the Health Bot Management portal navigate to Intergation >> Channels and enable the "Teams" channel (if not already enabled). Click the "View" option and copy your bot ID to the clipboard.Omnichannel Integration - Health Bot (2)

To create a bot user:

  1. Navigate to your Dynamics 365 organization and go to Settings > Security > Users.
  2. In the view drop-down, select Application Users.
  3. Select New.
  4. In the Uses drop-down, select Application User.
  5. On the New User page, enter or select the following information:
    • User Name: User name of the bot. It is not displayed in the chat widget.
    • Application ID: An application ID for any valid (non-expired) application created in Azure Active Directory (Azure AD) for the same tenant. It is not used by the bot in Omnichannel for Customer Service.
    • Full Name: Name of the bot to be displayed in the chat widget.
    • Primary Email: Enter a dummy email address. It is not used by the bot in Omnichannel for Customer Service.
    • User type: Select Bot application user.
    • Bot application ID: Bot's ID you copied in the previous step.

For more information on creating an application user, see Create an application user.

  1. Save the record.
  2. Select Manage Roles on the command bar.
  3. In the Manage User Roles window, select Omnichannel agent, and then select OK.

Note

By default, the bot user is assigned the same capacity as other users. You must assign the maximum capacity to the bot user among all users in a queue if you want the bot to handle the customer queries first. The capacity of a bot user isn't reduced when a query is handled by it.

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Add a bot user to the queue(s)

Queues distribute the incoming customer queries among bots and agents. You must ensure that the bot user has the highest capacity among all users in the queue. This ensures that the bot user receives the customer query first.

You can add a bot user to specific queues where you want the bot to handle the customer queries first. Alternatively, you can also create a queue with the bot user only. If you create a queue with the bot user only, ensure that the routing rules are set in a way that customer queries are sent to this queue first. This ensures that the bot acts as a first line of defense for all queries.

An agent can transfer a chat to a bot by adding the bot to a queue, and then transferring the chat to the queue. Please note that the chat cannot be transferred to the same bot.

Set escalation rules

Escalation rules allow you to create rules for the bot to escalate the queries to the appropriate agent. For escalation rules, you must create a context variable and appropriate routing rules to route the customer queries.

If the bot escalates the customer query, it is routed to the appropriate queue as per the defined routing rule. If the customer query in redirected to the same queue, another agent in the queue will pick the conversation as per the capacity. For information on working with queues, see Work with queues in Omnichannel for Customer Service.

Note

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If you have only one queue with bot and agents, and you didn't create a routing rule, the customer query is redirected to the same queue in case of escalation and picked up by an agent.

Create a context variable

You must create a context variable for the bot to handle the customer queries appropriately. The context variable is used in routing the incoming customer queries to the appropriate bots and agents. For information on creating context variables,see Understand and create work streams.

Create routing rules

Routing rules route the incoming customer queries to their respective queues. Each routing rule has a condition and a destination queue. If the condition is evaluated as true, the customer query is routed to the destination queue. For bots, the condition is built by using the context variable.

Bots are developed to receive customer queries first, gain information about the query, and then pass the query to a human agent if required. To achieve this behavior, you must add a bot user to the queue and configure routing rules in a way that the incoming customer queries are routed to the queue with the bot user.

Be sure to map the routing rules to the correct queues so that the queries are routed appropriately. For information on creating a routing rule, see Create and manage routing rules.

Escalate a conversation to a human agent

In Omnichannel for Customer Service, a bot can escalate the current conversation to a human agent. The routing to the new agent depends on the routing rule that is configured for the work stream. The primary way a bot can dictate how the conversation will be routed is by using Omnichannel for Customer Service context variables that are associated with the chat. A bot can send out a list of context variables and the values to which they need to be updated along with the escalation request. Omnichannel for Customer Service will update the context variables to the specified values and then rerun the routing engine. This ensures that an escalated chat is routed to the right queue. Once the agent accepts the request, the chat transcript with the bot is visible on the agent’s conversation widget. The agent can then continue the chat with the customer.

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End a conversation

An Omnichannel for Customer Service bot can choose to end the conversation if it determines that the customer’s queries have been answered or if the customer is no longer responding. The bot can do so by sending an EndConversation request to Omnichannel for Customer Service.

Sample Custom Scenario for escalation

To escalate a Health Bot end user to a live agent you need to create an "Escalation Scenario". When the end user utterance triggers the escalation scenario it will send a message to your dynamics instance to escalate the conversation to a different queue.

For example if you want to escalate to a queue with the context variable "BotHandOffTopic" : "Nurse" you can create a scenario like the one below.

  1. Create a custom scenario with a least one "Action" step thatwill be used to send an escalation message to Omnichannel.Omnichannel Integration - Health Bot (3)This action code looks like this:
    session.sendChannelData('Escalating to nurse, please wait...', { "tags": JSON.stringify({type: "Escalate", context: {"BotHandOffTopic": "Nurse"}})});
  2. Assign the language model to trigger this scenarioOmnichannel Integration - Health Bot (4)

FAQs

What is the main disadvantage of omnichannel? ›

Con: Omnichannel relies on open communication

Direct lines of open communication is good for business, but it's also complicated. If different systems don't talk to each other, then an omnichannel system won't work. Creating a communication plan is vital, such as implementing a common IT system across all channels.

What are your top five recommendations as to how do you best perform as an omnichannel retailer? ›

5 Tips to Improve Your Omnichannel Marketing
  • Consider Content. Like with any campaign, content will be the lifeblood of your omnichannel efforts. ...
  • Embrace Customer-Centricity. ...
  • Provide a Consistent Experience. ...
  • Leverage In-Store Experiences. ...
  • Integrate Systems.

How do you measure the success of omnichannel performance? ›

Some typical omnichannel KPIs to measure the success of this stage are Cross-channel conversion rate and Cross-channel basket size. The conversion rate from visitors to customers is the most common and consistent indicator for any e-commerce business.

What is the most important challenge facing retailers as they attempt to implement an omnichannel strategy? ›

In that situation, the challenge of omnichannel retailing is how to synchronize all the data across channels in a faultless way without losing any information. It is a must to help the system to perform smoothly with completely integrated information from multiple channels.

What are the advantages and disadvantages of using a multichannel distribution system? ›

Overview: advantages and disadvantages of multichannel marketing
AdvantagesDisadvantages
✔ More flexibility for the company✘ Complex logistics, higher control effort
✔ Improves customer satisfaction and customer loyalty✘ Risk that the individual channels are not perceived as part of the same company
3 more rows
May 6, 2022

What challenges do you think you will face when introducing products to an Omni-channel store? ›

In this blog post, we've assembled a list of the 9 top omni-channel logistics challenges that businesses face.
  • Lack of Inventory Visibility and Metrics. ...
  • Poor Visibility into Inventory in Transit. ...
  • Segmented Supply Chain Processes. ...
  • Unreliable Order Fulfillment Processes. ...
  • Finding the Right Transportation. ...
  • Reverse Logistics.

What are the benefits of omnichannel? ›

Omnichannel allows retailers to achieve more availability, drive sales and traffic, and integrate digital touchpoints. An omnichannel retail strategy improves the customer experience and provides more channels for customer purchase––whether it is on mobile, web, or in stores.

What are the advantages of Omni-channel? ›

Omnichannel allows retailers to achieve more availability, drive sales and traffic, and integrate digital touchpoints. An omnichannel retail strategy improves the customer experience and provides more channels for customer purchase––whether it is on mobile, web, or in stores.

What is omni-channel and how does IT affect distribution system? ›

Simply put, omnichannel distribution unifies operations and product flows across all channels so you can provide a seamless shopping experience. This means customers can complete a purchase and receive products from any channel they choose. It can even include reverse logistics, as when a customer returns a product.

How does omnichannel affect distribution system? ›

Omnichannel distribution is one-touch integration between operations and physical product flows across all channels to provide a seamless shopping experience. In other words, Omnichannel distribution is a system that enables customers to complete a purchase and receives orders from any channel they choose.

What's the meaning of omnichannel? ›

Omnichannel -- also spelled omni-channel -- is a multichannel approach to sales that seeks to provide customers with a seamless shopping experience, whether they're shopping online from a desktop or mobile device, by telephone, or in a brick-and-mortar store.

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