Escalate to a real person
Bots aren't meant to handle every request, but they sure do take a load off your agents' shoulders. Here's when to bring in the human touch.
Let your bots do the heavy lifting
Bots are excellent at removing repetitive, low value tasks, freeing up time for agents to focus on more complex queries that need a human touch.
According to our CX Trends report, the most frustrating conversational experiences involving bots happen when customers
- Can’t get accurate answers
- Have to start over when they speak to a person
- Cannot get through to a human at all
That’s why it’s important to keep the line open for agents. Use them to deflect common queries, automate the repetitive tasks, collect relevant information up front, and then escalate to a real person when necessary.
The entire conversation is surfaced in the agent’s workspace, so they can pick up where the customer left off without the customer having to repeat themselves.
The bot can also be configured to route certain conversations to specific agents or departments, ensuring a seamless experience that leads to a solution.