Setting Up Human Hand-Offs
Introduction
In the dynamic world of AI-powered customer service, there are instances when a chatbot might not suffice, and human intervention becomes necessary. Setting up a seamless hand-off from your chatbot to a live agent ensures that your customers always receive the help they need, leading to increased satisfaction and loyalty. This article will guide you through the process of configuring human hand-off, setting up escalation triggers, and using the Agent Inbox effectively.
Prerequisites
Before you begin setting up the human hand-off system, ensure you have access to the following:
How It Works
The human hand-off system allows your chatbot to transfer a conversation to a live agent when certain conditions are met. It involves setting up triggers that determine when a hand-off should occur, such as customer sentiment analysis or specific keywords. The system also includes an Agent Inbox where live agents can manage and respond to these escalated conversations.
Triggers for Escalation
Step-by-Step Guide
- Go to Settings and select Escalation Triggers.
- Choose the type of trigger you want to set (e.g., sentiment, keywords).
- Define the conditions for each trigger.
- Navigate to Agent Inbox in the main menu.
- Assign agents to handle escalated conversations.
- Configure notifications for new escalations.
- Initiate a conversation with your bot and simulate conditions that trigger an escalation.
- Ensure the conversation correctly transitions to an agent in the Agent Inbox.
Configuration Options
Best Practices
Troubleshooting
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Introduction
In the dynamic world of AI-powered customer service, there are instances when a chatbot might not suffice, and human intervention becomes necessary. Setting up a seamless hand-off from your chatbot to a live agent ensures that your customers always receive the help they need, leading to increased satisfaction and loyalty. This article will guide you through the process of configuring human hand-off, setting up escalation triggers, and using the Agent Inbox effectively.
Prerequisites
Before you begin setting up the human hand-off system, ensure you have access to the following:
- Growth or Professional subscription tier.
- An active chatbot configured in your AI Chat For Business platform.
- Access to the Agent Inbox feature.
- Basic understanding of chatbot workflows.
How It Works
The human hand-off system allows your chatbot to transfer a conversation to a live agent when certain conditions are met. It involves setting up triggers that determine when a hand-off should occur, such as customer sentiment analysis or specific keywords. The system also includes an Agent Inbox where live agents can manage and respond to these escalated conversations.
Triggers for Escalation
- Sentiment Analysis: Automatically escalate the conversation if the customer's sentiment is negative.
- Keyword Triggers: Certain keywords or phrases can trigger an escalation.
- Time-Based Escalation: If a conversation exceeds a predefined duration without resolution.
Step-by-Step Guide
- Access Your Dashboard: Log in to your AI Chat For Business account and navigate to the Bot Management section.
- Configure Escalation Triggers:
- Go to Settings and select Escalation Triggers.
- Choose the type of trigger you want to set (e.g., sentiment, keywords).
- Define the conditions for each trigger.
- Set Up the Agent Inbox:
- Navigate to Agent Inbox in the main menu.
- Assign agents to handle escalated conversations.
- Configure notifications for new escalations.
- Test the Handoff:
- Initiate a conversation with your bot and simulate conditions that trigger an escalation.
- Ensure the conversation correctly transitions to an agent in the Agent Inbox.
Configuration Options
- Auto-Escalation: Enable to automatically transfer conversations based on pre-set triggers.
- Agent Notifications: Set up email or SMS notifications to alert agents of new hand-offs.
- Custom Scripts: Add custom scripts for more complex escalation processes.
Best Practices
- Regularly Review Triggers: Ensure that your escalation triggers are relevant and effective.
- Agent Training: Provide agents with necessary training to handle escalations efficiently.
- Monitor Performance: Use analytics to monitor the performance of hand-offs and make adjustments as needed.
Troubleshooting
- Triggers Not Activating: Double-check the conditions set for each trigger. Make sure they accurately reflect the scenarios meant to initiate a hand-off.
- Delayed Notifications: Verify that notification settings are correctly configured and that there are no issues with the email or SMS provider.
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