Control Over Auto-Transfer Behavior in Customer Agent
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:
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).
