We see that a lot of our chats from customers starts directly with the customer writing “human”, “speak to” or other hand-off triggers we have created for the customer agent instead of giving the chatbot a chance. It would be nice if the first time a hand of trigger is mentioned, the bot could answer something like “Please give me a chance to help you by telling me what you need, I am better than you might think. I will of course connect you with a human if I cant help you”. The reason for this is that a lot of the conversations that are handed off directly are actually conversations the bot can handle
I love this idea. “Please start with me. If I can’t solve it, I’ll hand you off to a human.” (or “message our team”, if in async handoff mode)
Hey @martechaa , great idea, we actually made some changes to the agent’s behaviour so that it tries harder to resolve an issue and doesn’t immediately handoff. Have you noticed any changes in your agent’s behaviour?