Scenario:

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A financial advisory firm wants to offer live human advisory support alongside digital financial guidance.

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Approach:

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• 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:

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An IT helpdesk seeks to provide live assistance for employees encountering complex IT issues.

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Approach:

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• 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:

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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.

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Approach:

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• 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.