AI Chatbot - Create support ticket if no agent is available
I have recently been using the AI Chatbot (Beta) which is a huge step up from a standard chat flow, love it!
One slight downside is that if the customer requests to speak to an agent, and there is not one available, the chat will be unassigned and leave the customer hanging, which is not great.
I tried using the 'Collect email after no agent response for a minute' feature, but this did not seem to trigger a message.
It would be great to have a feature where if an agent is not available, the chatbot will apologise and ask the user if they'd like to submit a ticket instead, so we can get back to them rather than them waiting.
Hi, I tried it myself and indeed it leaves the customer hanging there. AI Agent is great so far for basic questions, but lacks some teaching (it is not possible to teach the AI agent after a conversation). It should also be able to route the customer to speak to Sales, or Support, or other teams/agents and let the customer book a meeting for certain scenarios (like booking a demo with sales). We had all these functionalities in the Chat Workflows, but the AI chatbot does not allow existing chatflows to be knowledge sources. Also, documents and files are not available to teach the AI agent. The addition to knowledge bases is great and a few websites, but ideally, we can provide user manuals, specifications, product brochures, etc. I see that the development of multi-language support (great) and addition to other knowledge sources is in development, but we do not see any details on what is planned and when.
There definitely needs to be more control over the "next steps" part of these agents. It's great they can be trained on company content, but when it reaches a dead end there are very few customisation options available.
In our case we don't want to "connect to an agent", we want it to be an actual bot, with no human intervention required. It should be able to collect the person's details and tell them a member of the team will get back to them, rather than just stalling, or trying to connect them with some sort of live chat.
Tickets are mandatory... Slotting the AI bot into the chatflow somehow seems essential. My org needs a ticket created to work through the chats/topics as well as to use all the ticket-based reporting we've already set up using traditional chatflow. Topic identification, custom properties, agent assignment and workload reporting, and various other reports are already built around the tickets that conversations generate.
An AI handled chat should slot into this ecosystem as though it was a human agent. The additional performance info, identifying knowledge gaps, additional training for unique scenarios/responses, etc. are just icing on the "this needs to function and be managed like a person" cake.
I would definitely like more hand-over customisation, everything goes well with the AI agent up until handover point. The search and answer capabilities are far superior to the rule based chat bot, however, the lack of effective hand over has made this solution completely unusable for us. An easy fix to this would be to have the AI hand over to a rule based bot if a question can not be answered or any other nominated circumstance. From there you could add the hand over rules of your preference - in my case it would be open a ticket and book a meeting/call back.
Leaving the customer hanging is worse than not trying to answer their question at all.
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