If you have Oracle B2C Service Chat, you can enhance your skills to offer the choice of escalating the conversation to an agent whenever the skill senses that the customer is stuck or frustrated, thus increasing customer satisfaction.

Oracle Digital Assistant lets you integrate your skill with a live agent system in two ways:

• You can integrate with version 18C (and later) of Oracle B2C Service through an Agent Integrations channel as described here.
• You can integrate with a webhook channel as described in the Transfer Digital Assistant Chats to Live Agents solution.

The following pages will guide you through the concepts behind and the steps for setting up live agent transfer for a skill.

• The Live-Agent-Transfer Framework in Action
• How the Live-Agent-Transfer Framework Works
• Integrate a Skill with a Live Agent
• Configure When to Attempt Agent Transfer
• Enable Agents to Specify the Transition Action
• Tutorial: Live Agent Transfer
• Pass Customer Information to a Live Chat
• Tutorial: Pass Customer Information to a Live Chat
• Enable Attachments
• Create an Incident Report
• Get Survey Information
• Transfer the Chat to a Specific Oracle B2C Service Queue
• Tutorial: Transfer to a Live Chat Queue