October 30, 2019
IBM has launced a new feature as add on to the virtual assistant: Web chat - Live agent. IBM is really putting some work in becoming the best virtual assistant.
This functionallity can switch a user from a chatbot conversation directly to a real human agent.
This is the second feature, next to the search skill (Discovery), that can really boost your chatbot game. Since your chatbot can now be a single point of contact for all your customers!
The web agent is an of the shelf integration, just add a script provided by IBM, no developer or programming skills are needed.
How do you integrate it on your own website?
You need to look up the Live Engage integration in the catalog on IBM cloud. You will need a plus or premium plan. You will be able to escalate conversations to this platform out of the box using Web Chat.
Just put the script element in the header of the website page you want it to display your assistant:
<html>
<head></head>
<body>
<title>My Test Page</title>
<p>The body of my page.</p>
<!-- put copied script elements here -->
</body>
</html>This is how the UI looks like for an agent. It can see the history of the current chat and respond real time to the customer.
