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Community Manager
Community Manager

Does Sinch Contact Center support chat bot functionality?

 
Manpreet Kaur
Head of Social Engagement
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Moderator
Moderator

Re: Does Sinch Contact Center support chat bot functionality?

Yes, Sinch Contact Center has an open chatbot API that allows any chatbot vendor to integrate with Contact Center. Currently four different chatbot vendors consume our API, including:

  • SAP Conversational AI (formerly Recast.AI)
  • Ultimate.AI
  • Artificial Solutions
  • Interactive Media.

Our chatbot integration includes features such as “fallback to agent” which allows the chatbot to forward the chat (including the full transcript) to a live agent in Contact Center if the chatbot is not able to satisfactorily resolve the customer’s issue.

 

Click here to learn more about Sinch Contact Center.

 

John Burton, Senior Director Product Management
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Re: Does Sinch Contact Center support chat bot functionality?

John, 

Where I could find documentation for the open chatbot API?

 
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Moderator
Moderator

Re: Does Sinch Contact Center support chat bot functionality?

Hello Светоч,

 

While most of our API documentation is available here, as you probably noticed, we currently are not publishing the documentation for our chat bot API. This documentation is currently not available to do some recent changes, as well as some feedback we received from system integrators. If you are a chat bot vendor who is interested in integrating with Sinch Contact Center (formerly SAP Contact Center) please feel free to email me directly at john.burton@sinch.com and I will be happy to put you in touch with someone from our DevOps team who can assist you with the integration. This is currently the best approach. Thank you.

 

Warm regards,

John

John Burton, Senior Director Product Management
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