Introducing Human Handover for Conversation AI Enhancing Customer Interaction

Human Handover for Conversation AI: Enhancing Customer Interaction

In our ongoing commitment to improving user experiences, we're excited to announce the Human Handover feature for Conversation AI. This new capability ensures your AI bot can seamlessly transition conversations to a human when needed, delivering a smoother customer journey and reducing potential frustration.

How Human Handover Works

Enable Human Handover

Start by navigating to Bot Goals within your account. Select Human Handover and toggle it ON to configure this feature.

Choose a Scenario to Trigger the Handover

You can choose from several predefined triggers to initiate a human handover:

• Contact Request: Activated when a customer openly requests human assistance. E.g., "I want to talk to a human", "Can someone real help me?"
• Lack of Information: When the AI does not know the answer and cannot resolve the query.
• Failed to Resolve Issue: Triggered after two unsuccessful attempts by the AI to provide help.

Configure What Happens Next

Customize the workflow after handover is initiated:

• Assign Conversation to a User: Choose a specific staff member or enable automatic assignment based on existing configurations.
• Create a Task: Automatically generate a task with the checkbox selected. The default description is "will be created by AI," with a due date set for 24 hours later.
• Send a Closing Message: Notify the customer that human assistance is on the way. The default message is "Thank you! Someone from the team will get back to you."
• Pause the Bot: You have the option to temporarily disable AI messages for a specified duration.
• Create Tags: Automatically apply the default tag "human_handover."

Manage Notifications for Human Agents

Ensure that staff members are promptly alerted when they are assigned to conversations or tasks. Go to Settings > My Staff, select the user, and enable the following notifications in their Notification Settings:

• When a conversation gets assigned to me
• When a task gets assigned to me

For efficient operation, note that a maximum of six handover actions can be configured per bot.

The Human Handover feature, available via labs, marks a significant step towards enhancing customer interaction and support. Explore how this innovation can complement your strategies by considering our Done-for-You Services.

In Case You Missed It: Check out our recent update on Automating Your Billing with Recurring Invoices in Workflows.