Live Agent Transfer
Promotes smooth transition from automation to Human Support.
Overview
Provides quick resolution and promotes user satisfaction.
Easily converse with live human agent or an analyst when the digital agent is unable to fully address the user’s query or when the user specifically requests human assistance.
Benefits
Efficiency
Handle inquiries effectively, ensuring accurate & timely resolution.
Scalability
Manage a large volume of inquiries with a combination of digital & human support.
Flexibility
Allow organizations to tailor the approach to the users’ personalized needs.
Experience
Improve user satisfaction by connecting the users to the live agents when needed.
Use cases
Scenario:
A financial advisory firm wants to offer live human advisory support alongside digital financial guidance.
Approach:
- Implement a digital agent for financial advice and investment recommendations.
- Allow clients to request live consultations for personalized investment advice.
- Facilitate smooth transitions from digital to live advisors.
Scenario:
An IT helpdesk seeks to provide live assistance for employees encountering complex IT issues.
Approach:
- Proactively identify or prompt users to chat with Live Agents based on the complexity of the reported incident.
- Live agents can guide users in resolving reported issues, including guiding them to log appropriate incidents or responses for the enquiries.
- Encourage users to submit feedback about their live chat conversations for continuous improvements.
Scenario:
The current digital agent struggles to include detailed context and employee history when transferring to a specialized HR consultant for issues, requiring enhancement for a more effective transfer process.
Approach:
- Improve digital agent live agent transfer to seamlessly include context and employee information for specialized HR analyst.
- Streamline live agent transfers for effective handling of important HR related issues.
- Allow HR service desk analyst to raise a case with the HRSM/ITSM application and record all the historical conversation for reference and quick resolution by HR specialist.