Integration with Finesse Cisco Call Center

Rasa Open Source
1

Hi all,

Does anyone has experience with the topic? We have a request asking to escalate the conversation to live agents that use Cisco Finesse for customer care (as a call center). Moreover, is it possible to escalate towards an actual call? Meaning when user does not get the correct reply, then they need to speak (not type, via voice) to a call center agent.

Thanks in advance.

2

From an architecture standpoint, there’s a good example in the Helpdesk assistant here. The example shows transfering a user between two Rasa bots but the concept is the same as transferring from Rasa to a live agent platform.