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.
Handover specific conversations to human agents
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