Handover specific conversations to human agents

In almost every virtual agent conversation it could come to the point where the human user would like to talk about a more complex, not kown or another topic with a human agent. Even if conversational automation tries to decrease human interaction for less resources in the contact center, the level of cusotmer service should stay as high as possible. Therefore, a conversation can be forwarded to a human and, afterward, back to the virtual agent if all "complex" questions were answered. 



Article is closed for comments.

Was this article helpful?
0 out of 0 found this helpful