Chatbots are great. But they are not perfect. Chatbots have been glorified as the next coming of customer service. And why not. The thought of humans interacting with AI to get things done is sexy. Only problem is that level of tech, especially in AI, is not up there yet. I have no doubt we will get there soon. But we are not there yet. So when Facebook announced their send/receive API at their F8 conference we at Ozonetel knew we had to integrate it with our cloud contact center solution, Cloudagent . Luckily, our system is very loosely coupled with clear interfaces and we were able to get the integration done in a couple of days(our engineers are not too happy as they had to pull an all nighter :)) So, when your chatbots get stuck and are not able to answer your customer queries, connect your FB messenger with Cloudagent and provide help from real agents . It works almost like a live web chat system, but over FB messenger and all the regular features like routing to agents,
Our hits and misses while building a scalable cloud telephony platform KooKoo, Ozonetel.