The robot continues to ask questions and the customer has already stated that he wants to find a human being, which will make the communication stop where it is. The triggering conditions for manual transfer need to be clear: the user actively requests, the information cannot be confirmed, continuous answers are not what the question asked, or the matter requires manual permission, these can all become the basis for transfer. The decision of whether to transfer cannot just be determined by a vague confidence number. The risk of the problem and the current status of the customer must also be considered.

Difficulties in actual use

During the transfer, a summary of the problem, verified information and steps that have been tried are delivered. Sensitive information is provided according to the authority of the manual agent. The queue page tells the user whether anyone is online and retains what has been entered. After manual access, the robot’s active response is suspended to avoid two roles giving different handling opinions at the same time; the agent cannot automatically return to resolved even if it leaves.

How to arrange functions and responsibilities

For example, if a user inquires about an unexplained deduction, the robot can explain that it has been transferred to the account for verification and provide a work order number, eliminating the need to recommend several irrelevant help articles. During non-working hours, users are allowed to submit questions and explain the follow-up processing methods, without creating false expectations by saying that someone will serve immediately.

Check the processing results item by item

  • During acceptance, practice the user’s initiative to switch to manual, the queue is unattended, the agent refuses to accept, and the page is closed before returning.
  • Check whether the summary is accurate and whether the customer is required to submit the same information repeatedly.
  • The transfer report distinguishes between active transfers, unanswerable and manual permission matters, so that the team can decide to improve knowledge or adjust the schedule.
  • Reducing the number of people transferred should not be the only goal in itself, it only makes sense that the problem is ultimately handled by the right people.

Verification and continuous maintenance

After manual processing is completed, the transfer reasons and results are retained for improvement. The user’s preference for artificial intelligence also deserves respect. The system cannot revert a conversation that has explicitly requested artificial intelligence to automatic Q&A just because a certain answer hits the knowledge base.