Chatbot with QnA ?

Question

Hi guys, i need to create a Chatbot who can answer Frequently Asked Questions , and also Escalate to a Live Agent , i was thinking about using QnA Maker , but dunno if it can escalate to a Live Agent, Any suggestions? , i want to use 100% Azure Services

Answer 1

@Bastidas Contasti, Misael Alejandro Thanks for reaching out to us, QnA maker now is upgraded to Question Answering, I think you are mentioning the feature - Conversational bot - https://learn.microsoft.com/en-us/azure/ai-services/language-service/question-answering/tutorials/bot-service

May I know what do you mean by escalating to a live agent?

With the bot, you can do -

• Chat with the Bot in web chat
• Enable the Bot in supported channels

Creating a chatbot that answers frequently asked questions (FAQs) and escalates to a live agent when necessary is a common use case, and you can indeed achieve this using Azure services. Here's a steps approach using Azure QnA Maker(Now Azure Language Service) and Azure Bot Service:

1. Azure QnA Maker:

Use Azure QnA Maker to build a knowledge base that contains your FAQs. You can provide questions and answers or even entire documents to train your knowledge base. QnA Maker uses natural language processing to understand user queries.

2. Azure Bot Service:

Create a chatbot using Azure Bot Service. This bot will serve as the front-end for your QnA Maker knowledge base.

3. Bot Logic:

In your bot's logic, you can configure it to call the QnA Maker service to handle user questions. If the user's question matches an FAQ in your knowledge base, the bot can provide the answer directly from QnA Maker.

4. Escalation to Live Agent:

To handle escalation to a live agent, you can incorporate a handoff mechanism in your bot. When the bot determines that it cannot answer a user's question or when a specific trigger condition is met (e.g., the user asks for human assistance), the bot can initiate a handoff to a live agent.

5. Live Agent Integration, I think this is what you are looking for :

Integrate Azure services like Azure Bot Framework and Azure Communication Services to facilitate live agent interactions. The live agent can communicate with users through various channels like chat, voice, or video.

6. Azure Communication Services:

Use Azure Communication Services to enable real-time chat, voice, or video communication between the user and the live agent. Azure Communication Services provides APIs and SDKs for building chat and communication features into your application.

7. Additional Functionality:

You can enhance your bot with additional capabilities such as user authentication, context tracking, and multi-turn conversations for a more interactive and personalized experience.

I hope this helps, thanks.

Regards,

Yutong

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