Fallback and Safety Nets

Contacts The person interacting with an agent, IVR, or bot in your contact center. may sometimes become frustrated when interacting with bots. A bot might not be able to understand what the contact wants. Or there might be technical issues that cause the bot to take too long to respond. Bot Builder offers two ways you can configure your bots to handle situations that could cause frustration. These options are:

• Fallback: Fallback lets you tell a bot how to respond when it's not confident how to proceed. You can set up two types of fallback: 
  • NLU fallback: The bot uses this option when it doesn't understand the contact's message Anything a contact says in a bot interaction, whether question or statement, written or spoken..
  • Action fallback:  The bot uses this option when it isn't sure what action to take next.
• Safety Net: A safety net prevents any bot issues, such as slowness, from having a negative impact on your SLA Commitment between a service provider and a customer with a defined service level threshold, including quality, availability, and responsibilities or your customer experience. Safety net setup uses digital workflow automation.

Fallback is triggered when a bot's confidence to properly react to a contact's message is lower than the action or NLU confidence threshold Measures how confident a bot is about the next action it should take. The default level is 40% (0.4), so fallback is triggered at any level below that. you configure. A safety net is triggered based on the workflow automation trigger that you set up.

Configuring fallback and a safety net is an important part of setting up your bot. They help ensure that your contacts' potential frustrations are addressed quickly and efficiently.