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Observability Journey

March 2, 2022 Mar 2, 2022 03/2/22
agonzalez
As an Engineering team on Microsoft’s Commercial Software Engineering (CSE), we strive to empower customers to build and maintain their software-based solutions. A key factor in being successful in our goal is to educate and develop the solution by applying certain Engineering Fundamentals. In this article, we will cover Observability.
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CSE

Analysing Bot to Human Hand-off Interactions

February 5, 2018 Feb 5, 2018 02/5/18
Lilian Kasem (she/her)
A common use case in the bot-verse is the ability to hand over a customer conversation from a bot to a human, and the vital need for a feedback loop for this kind of scenario. From this, we developed a Hand-off Dashboard Template that can be used within the Ibex dashboard to provide users with important information about how their bot and agents are working with customers.
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Bots

Bot to Human Handoff in Node.js

June 30, 2017 Jun 30, 2017 06/30/17
Lilian Kasem (she/her)
When considering bots, it’s often important for organizations to have the ability to “hand off” a customer from a bot to a human agent seamlessly. We implemented an unopinionated e-2-e solution called Handoff for bot authors to implement a variety of scenarios, using the Microsoft Bot Framework Node.js SDK.
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Bots