Learn how to devise chatbot-to-live-agent transfer workflows for a great AI-human hybrid customer experience (CX)! This ebook looks at the top 5 scenarios when a conversation between a customer and an AI chatbot should be escalated to a human customer service agent.
Each scenario is accompanied by a special ‘Pro Tip’ and a use case diagram with a sample handoff conversation to get you started.
This eBook covers the situations when:
- Query is beyond the Chatbot’s understanding
- Issue is complex and requires professional expertise
- Problem is highly sensitive or emotional
- Query is urgent or critical
- Customer requests the handoff