Vergic API and Plugin
With a set of APIs you can build your own features to boost your service agent and extend the platforms functionality by sending or pulling data from external system.
Available APIs:
- Visitor Messaging API
- connect Vergic Engage with Social media platforms (Facebook etz.) or other messaging services
- on request
- Routing API
- route visitor requests to external systems
- via AMQP
- Out-of-the-box connectors for: inContact, ININ and Trio
- CRM/Realtime monitor/Agent provisioning API
- transfer a stream of case records including metadata and conversation to a external CRM
- for external real-time monitoring of performance and state
- via AMQP
- Vergic Workspace API
- Statistics download API
- Desktop plugin API
- add agent functionality
- Visitor application client API
- add visitor functionality
- Single sign-on API
- SAML2
- AI/Bot API
- use Vergic Engage as a State Interface with a GUI
- integrate external Bot services
- on request
API example 1: “Demo of AI/BOT assisted respons suggestions & NICE inContact Integration”- plugin
API example 2: “Knowledge base”- plugin
In the video below you see a “Knowledge base “-plugin sample that “listens” to the different chat dialogs. The plugin then makes real-time lookups in a external database and suggest relevant responses to the service agent. The service agent can then select a response by clicking on it:
API example 3: “Hybrid AI/Human chat”-plugin
This plugin allows a conversation engine/AI/BOT to assist a live agent in a dialog. The plugin can be set to ‘manual’ to just suggest a proper response or to ‘auto’ to work as a fully automated bot.
During the dialog these settings can be changed so that if the dialog is more in a transactional state (standard questions) the BOT can complete the dialog while the Live agent engages in a new chat. The plugin can work with any AI/Bot technology:
Hybrid Human/AI chat demonstration trough Vergic Engage plugin from Vergic on Vimeo.
