Objective
Customers reporting issues with Intelligent Customer Assistant (ICA) are to be supported and escalated per the following procedure.
Applies To
- Intelligent Customer Assistant (ICA)
- 8x8 Contact Center
Procedure
- Perform initial triage to determine if the issue is with the Contact Center or ICA. If it resides with the Contact Center, continue to troubleshoot as usual.
- Once it is established that the issue resides with ICA, raise a case with 8x8 technical support with the information gathered from the initial triage.
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NOTE: You can check the status of the ICA chatbot platform for any outages. |
Initial Triage
Partners should perform initial triage for ICA-related cases to gather as much information as possible and determine whether the issue relates to 8x8 Contact Center or ICA before escalating to 8x8 support for troubleshooting.
Here are some examples of ICA and Contact Center-related issues:
Examples of ICA chatbot issues
- Any flow change requests to alter the chatbot.
- The chatbot is not responding.
- Interaction routed to the incorrect queue.
- All agents are not receiving any interactions from the chatbot, but can receive other 8x8 interactions.
Examples of Contact Center issues
- Some agents are not receiving chatbot interactions, but others are. Agents are likely not assigned to the correct queues.
- All agents are not receiving interactions from the chatbot and are also unable to receive other interactions from normal Contact Center channels (i.e., interactions from any queue, regardless of whether the chatbot is used).
Troubleshooting
If the above examples are not causing the issue with the ICA chatbot, the next step would be to interact with the chatbot while bypassing 8x8, and go directly into 8x8 queues while bypassing the chatbot.
- If you have no issues interacting with the chatbot, but do when interacting directly with 8x8, the problem is with 8x8 Contact Center.
- If you have no issues interacting with 8x8, but do when interacting directly with the ICA chatbot, the problem is with the chatbot.
- If you cannot determine the origin of the underlying issue, escalate to 8x8 technical support for further troubleshooting.
Required Escalation Details to Collect
Once it’s established that the issue resides with the ICA chatbot, collect all customer and issue information as required below, and then raise a case with 8x8 technical support.
- Time of interaction
- Transaction ID (if applicable)
- What website URL was used to interact with the chatbot?
- Which API, webhook, channel and queue are they using?
- What is the issue?
- Can you replicate the issue through their chatbot?
- Can you replicate the issue directly to 8x8 chat queues, bypassing the chatbot? (if applicable)
- What did they expect to happen?