Human handover
What is human handover?
Human handover is when a conversation moves from a chatbot to a live human agent. This happens when the chatbot can't fully help the user or the user asks to talk to a person.
The human handover is important for chatbot systems. It lets customers get the help they need, even if the chatbot's skills are limited. It creates a smooth experience where the user doesn't have to start over or switch apps.
The human handover is important for chatbot systems. It lets customers get the help they need, even if the chatbot's skills are limited. It creates a smooth experience where the user doesn't have to start over or switch apps.
When does human handover happen?
There are a few reasons a human handover may happen:
Complex queries: If the user's question or request is too complicated for the chatbot, the conversation can be passed to a human agent.
User request: Customers may directly ask to talk to a person, either because they prefer personal help or the chatbot can't meet their needs.
Escalation: The chatbot may realize when it can't give a good response and offer to connect the user with a live agent.
Sensitive topics: For sensitive issues like complaints, the chatbot may be set up to immediately send the conversation to a human representative.
Complex queries: If the user's question or request is too complicated for the chatbot, the conversation can be passed to a human agent.
User request: Customers may directly ask to talk to a person, either because they prefer personal help or the chatbot can't meet their needs.
Escalation: The chatbot may realize when it can't give a good response and offer to connect the user with a live agent.
Sensitive topics: For sensitive issues like complaints, the chatbot may be set up to immediately send the conversation to a human representative.
Tags: Chatbots