We propose adding a configurable setting within the Customer Agent that allows users to control the automatic transfer behavior when a customer requests to speak with a human agent (e.g., by saying “transfer” or “حولني”).
Current Limitation:
- The system currently initiates an immediate transfer upon such requests without evaluating if it’s necessary.
- There is no built-in setting to disable or customize this behavior.
- This leads to premature transfers that could have been resolved by the Customer Agent, reducing its efficiency and increasing load on support teams.
Proposed Benefits:
- Reduces unnecessary escalations to human agents.
- Improves customer experience by allowing the agent to attempt resolution first.
- Optimizes support team workload by filtering only critical cases for transfer.
Suggested Solution:
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Add a toggle or rule-based setting to:
- Enable or disable auto-transfer on specific trigger phrases.
- Define pre-transfer behavior (e.g., ask a clarifying question, attempt to resolve the issue, or confirm the intent before transferring).