Chatbots are getting more and more popular in customer service. Bots can add flexibility to Contact Centers, by reducing queuing times, balancing load trough high peaks and
even as a simple 24/7 self-service.
The technology can add value to business processes, for example by identifying customer before chatting with an agent. Other scenarios could be checking status of order and customer’s account balance from backend system. This all can happen without human interaction and if needed chat can be transferred to an agent with data already collected.
Details about SAP Contact Center chatbot implementation can found from help.sap.com (requires authentication). You can also go to CCtr help pages and search for “chatbot”.
Currently SAP CCtr has two proven solutions, SAP product called Recast.ai and another solution is provided by Ultimate.ai. Demo about Recast and SAP CCtr functionality can be found from here. With other vendors you can explore integration possibilities via ECF interface.