Handle virtually any triage or escalation scenario with ease – without losing the human element. Automate first-line customer support and lead gen with virtual assistants that can seamlessly hand off dialogs, based on conversation context, to human agents in real time.
Why the Human Connection Is Important: Live Agents As Your Second Line of Defense
Live or automated, demand for chat backed by phone support is growing by leaps and bounds. It’s what your customers want and expect. While IVAs can and do automate many important support functions, there are going to be times – unforseen or otherwise – when it needs to hand off a conversation to a human being, regardless of how smart or how well trained it may be. Escalating conversations in a manner that is quick, seamless, and non-intrusive is critical for reducing response times and for building the kind of great experiences that customers tell each other about.
of customers report not being able to access a human agent as a top source of frustration
8 in 10
consumers willing to pay more for a better customer experience, while 10% would increase spend by more than half
of customers never approach a business again after one bad experience
Using virtual assistants build on Kore.ai, you can answer more phone and chat requests without investing in additional headcount. Voice and text bots can act as the first point of contact for all requests by gathering all necessary information and either solving the customer’s request completely or transfering the conversation to an agent. By integrating humans with chatbot technology, Kore.ai provides you with a powerful customer service differentiator.
When Is a Human Agent Required?
Virtual Assistants and humans have very different and distinct strengths – and both are needed to provide excellent customer experiences. While virtual assistants can handle a large volume of customer requests and respond instantly, 24 hours a day, 7 days a week, they aren’t perfect. Things can and do happen. Live agent transfer allows you to make the most of what each has to offer with virtually zero impact on the customer.
How Kore.ai Allows You to Create Seamless Human Handover Experiences
Tight integration with live agent software
The Kore.ai Virtual Assistant Platform seamlessly integrates with popular live agent solutions, including LivePerson, ServiceNow, SalesForce, LiveChat, and more. By leveraging the APIs provided by your live agent software, our platform allows your team to continue to use the software and tools they already use without sacrificing functionality, including the call routing configuration and business logic that may already be in place in your contact center support software.
Our platform allows you to control the flow of a conversation, from start to finish, while detecting the need for human intervention. Customers can be transferred when:
- The IVA cannot identify the user intent
- The user prefers to chat with a human agent
- Predefined trigger events occur, such as when negative customer sentiment is detected or when high priority cases are identified
The platform will select the appropriate escalation path to seamlessly transfer the conversation to your support agents. The agent transfer node, which facilitates this transition, acts as a relay service between the user message and agent response, until the agent signals the close of the conversation. Transfer take place in the same chat window and channel the user started the conversation in – ensuring a seamless hand off from virtual to human agent.
Fallback and hidden dialogs
Developers can define fallback dialog, including transfering the conversation to a live agent, to account for cases when an VA fails to understand the user’s intent. This dialog is evoked whenever a user is not currently in a task and provides an input that cannot be recognized, is too ambiguous, or is not one of the intent choices presented to the user.
Developers can also create hidden dialogs to account for user utterances such as “can I talk to a human” or “transfer me to someone else.” These dialogs do not show up as a standard VA task for users, but the bot will still respond per the dialog flow whenever the intent is successfully matched.
Whenever VA-to-human transfers occur, the agent receives a full history of the conversation, including context and sentiment scores when applicable. This information can be automatically populated within your agent software via API call. Alternatively, you can create a web page with the conversation and have the platform pass the link back to the agent. Because a full history of the conversation is carried over in this manner, the customer never has to repeat themselves – greatly reducing frustration and churn.
Once the user-agent conversation is complete, the conversation can be passed back to the bot so the bot and user can complete more tasks as and if needed.