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 Mpower Agents A virtual agent created with CXone Mpower Agent Builder that can handle voice or chat interactions.. An Mpower Agent might not be able to understand what the contact wants. Or there might be technical issues that cause the Mpower Agent to take too long to respond. Agent Builder offers two ways you can configure your Mpower Agents to handle situations that could cause frustration. These options are:

• Fallback: Fallback lets you tell an Mpower Agent how to respond when it's not confident how to proceed. You can set up two types of fallback: 
  • NLU fallback: The Mpower Agent 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 Mpower Agent uses this option when it isn't sure what action to take next.
• Safety Net: A safety net prevents problems such as slow response times from the Mpower Agent from having a negative impact on your SLA Commitment between service provider and customer with defined service level thresholds including quality, availability, and responsibilities. or your customer experience. Safety net setup uses digital workflow automation.

Fallback is triggered when the Mpower Agent confidence in its intent prediction 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 Mpower Agent. They help ensure that your contacts' potential frustrations are addressed quickly and efficiently.