Chatbot and CCtr note 2833901

[former_member507921]

Hello SAP,

there is a nice document 'Chatbot+Interface' in note 2833901, including sample code (page 9+), but for us it's not 100% clear, where to put this sample. Is it mentioned to be deployed as SAP cloud platform application, some arbitrary server, ECF host application or somewhere else? 🙂

Thank you very much,

Jan

[former_member202106 · Accepted solution]

Hi Jan,

I presume that you are integrating a chatbot vendor to SAP Contact Center solution? Before going to details I tell you that few chatbot vendors have ready made integration to SAP CCtr solution. Those being; SAP CAI, Ultimate.ai, Artificial Solutions & Interactive Media.

If your chatbot vendor is not on the list, then it's required an integrator or chat bot vendor to integrate with SAP CCtr solution. Like you mentioned the note has an example how to do it and based on that vendor should be able to proceed with a out of the box integration. If vendor is not interested to do the integration, then it's up to integrator to do it. In practice means some kind of proxy services between CCtr and chatbot. Without knowing the details, it's quite hard to say if the proxy should be placed on SAP Cloud Platform or at SAP CCtr server. Basically it's up to integrator to select platform and used programming language.

We (SAP) are all the time open for new chat bot vendors to integrate with our solution. So, if vendors would like to try out our solution and see what can be done, then I can provide contact points.

Hopefully this helps 🙂

BR,
Jukka

[former_member507921]

Hello Jukka,

thank again for helpful reply. If you have some tips regarding that, it would be great, but even this is useful for us, at least we know where to spend time and where not ;).

Thanks again and have a nice day,

Jan

[former_member507921]

Hello Jukka,

thank you very much for your reply. I'm integrating SAP CAI chatbot :). We have already working scenario with SAP CAI as WebChat and cctr as Fallback Channel. But thinking also of another scenario, where chatbot (concretely SAP CAI) is a cctr agent (mentioned in 2833901) and it case of need, chat is transferred to human cctr agent. Is it still the same - that it's up to integrator, how to handle it - or it there some 'standard' solution?

Thank you, Jan

[former_member202106]

Hey,

Thanks for clarification! Some configuration tips and demo of SAP CAI with SAP CCtr can be seen in following Youtube video:
https://youtu.be/Q13Vx8lE0cY

In the video we have used older UIs and also the SAP CAI configuration screens may differ, but the config task is very similar.

With the standard integration you can indeed only use SAP CCtr as fallback channel, meaning that chatbot is transferring the contact to CCtr after certain rule - for example "transfer" command or after certain question. This is kind a light integration and doesn't allow you to control bot from CCtr and you don't see bot statistics from monitoring & reporting. In transfer we are anyhow getting the previous conversation from CAI.

There is also the other way to integrate like you mentioned and it brings some benefits, for example you can control queue assignments from CCtr and see statistics in monitoring & reporting. Sadly there is no such a integration ready made. Based on information I have heard CAI colleagues are not planning to further develop the integration. I can anyhow try to check and also will ask if they have tips how you could modify the CAI so that it would be serving as agent in our system.

Br,
Jukka