Bots To Human-Hand Off
Transition Conversations From Bots To Human Agents With Ease in a Bot + Human Hybrid System
Score maximum CSAT and efficiency with Human-Agent Hand Off
Besides handling all basic queries of the end users efficiently, BotCore’s bots understand when human intervention is needed.
Advancements in AI have enabled chatbots to become excellent first-line assistance to handle basic user queries. However, it is also true that they cannot replace the human touch. There are times when they need to transition the conversation to a live agent for complex queries/tasks.
BotCore’s smart chatbots are able to analyze user sentiment and preference during an interaction, and smoothly transfer the call to a human agent if the user wants to talk to one.
Additionally, they enable the agents to assist users from various geographies, by providing a multilingual support.
Popular Use cases
Capturing basic information
Bypass the hassle of capturing basic user details like name, address, etc., by employing virtual assistants and facilitate transitioning the conversation to a human agent for efficient problem solving.
Intelligent Hand over to Agent
Powered with AI & machine learning, the bot can quickly differentiate between basic issues which it can solve by itself and the ones that need to be handed over to a human agent.
On Demand Transfer To Human
As soon as the bot learns that a human intervention is required, it presents users with an option to “chat with an agent”. Once the user clicks the option, an agent takes over the conversation.
Exert Conversation Data
Based on the information received from the user and the problem scenario, the bot quickly analyzes whether or not it can handle the conversation. Based on the calculation the conversation is handed over.
Sentiment Analysis
The bot uses natural language processing and sentiment analysis to understand user emotion and behavior. If the bot detects user frustration, it provides an option to transfer the conversation to an agent.
Agent authorization
At times, support agents intend to monitor bot conversations instead of completely taking charge. In such cases, the bot can privately take agent authorization for the prescribed solution before actually suggesting it to the user.
How BotCore helped an organization boost its customer satisfaction index by assisting the human service agents to deliver an enhanced service
How bot-to-human handoff enhances customer experience
Natural Language
Processing
Using NLP and sentiment analysis, our bots are able to gauge the mood of the user and ascertain if they need to talk to a live human agent.
Complex
Situations
Our bots are trained to understand the criticality of the conversation where a human intervention is required.For example, if there is a conditional query based on practical circumstances.
Conversation
History
Once the bot transfers the call to an agent, it also shares the conversation history with him/her in form of a chat or email. This help in getting the context immediately and prevents repetition.
Agent Observation
BotCore also makes sure that if a chatbot has to make a critical suggestion or recommendation to a user, it confirms the action with a human agent before doing so.
Multilingual Support
When your customers are spread across multiple geographies, our bots can translate their queries for the human agents while routing the communication. This is instrumental in ensuring customer satisfaction.
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