Care Assistant

Care Assistant

Integration by Cisco Systems

Published Apr 14 2017

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Published Apr 14 2017

Care Assistant

Integration by Cisco Systems
Onboard Your Own Care Assistant bot to Answer Questions and Escalate to Experts

A Cisco Spark user can create a Care Assistant to pair Cisco Spark users who have questions with experts who can help them. Care Assistant provides guidance to Cisco Spark users who do not know which space to query or who do not belong to an appropriate expert space. Care Assistant also helps experts by queuing requests and sharing with an entire group of experts. Those experts can send back and answer or ask to set up a space with the customer if the question requires further discussion or privacy. On its own, a Care Assistant bot provides assisted service by connecting people together. If you want your bot to offer self-service, you can integrate it with a dialog engine, like Api.ai. The Care Assistant bot can front-end those answers and escalate to an expert space only when the automation is not sufficient. Sample use cases include

  • Replace email aliases with a Care Assistant
  • Internal support groups to answer questions
  • Protect your experts by automating common questions without eliminating the ability to escalate to them when appropriate

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