What is Agent Handover?
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When the user is having a conversation with the bot, it might happen that the bot would not be able to provide resolution to the user's complex queries. In such cases, the chat is transferred to an agent, who takes care of these complex user queries and provides resolution to these.
Agent Handover is a stage in the conversation, where the chat between the user and the bot is handed over to a customer service agent, and the agent takes over the conversation from thereon.
There are two ways in which Agent Handover is done -
- Agent Handover by Design: When a user is having a conversation with the bot, they might need help from a customer service agent in order to get a resolution to their complex queries. In such cases, the user explicitly requests to chat with an agent, and that is when the chat is handed over to an agent who then responds to the user with a resolution to their queries.
- Agent Handover on Bot Breaks: At times when a user is having a conversation with the bot, they might ask a complex query to the bot, and if the bot doesn't know what to respond as it was not trained on that query. The bot would break, meaning it will send a Bot Break message. In order to avoid this situation, the chat is handed over to an agent automatically, in order to avoid the Bot Break situation.