Chatbot Integration

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3 Comentarios

  • Yunen Yeo

    Hi Zahra,

    Thank you for your question. The connector between Zendesk and Amazon Lex is for the Support product for the time being, and we will look to work on having chat data in the future.

    Would you be able to clarify the uses cases for the chat bots? What do you expect the chat bots to help answer, or deflect, and if there is anyway to inform agents to follow up on when the they do come online

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  • Zahra Amin

    Hi Yunen,

    Thanks so much for your quick response.

    What exactly can this connector between Zendesk and Lex be used for?

    The chat bot would provide a basic level of support and be capable of answering general and user specific FAQs. We would want to provide live agents a chat log in case the bot is unable to answer a user's question. That way the agents can look over the chat and follow up when they come online. We would want the chat bot to be available for chat when there are no agents online. Ideally we would be able to control what hours the chat bot is available.

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  • Yunen Yeo

    Hi Zahara, 

    You can find the list of endpoints here: https://aws-mobile-hub.s3.amazonaws.com/connectors-saas-provider-api-reference/zendesk/latest.html

    Thank you for your detailed explanation of the bot's use cases.

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