Chatbots are like OTT platforms; they’re growing in popularity every day. These customer support programs have been developed over the years to aid us through tasks like banking or raising a query ticket. Juniper predicts that by 2022, chatbots will save businesses over $8 billion per year, up from $20 million in 2017.
From the first-ever chatbot deployed by an MIT professor in the 1960s called ELIZA to today’s, for instance, Insync’s conversational AI, we’ve come a long way. We now have conversational AI chatbots that engage users to understand the nature of a problem and solve it — but humans and AI together tend to achieve even better results in some cases. Yet, many businesses struggle to integrate AI chatbots and human agents in customer support.
When Is the Right Time for Chatbot-Human Handoff?
Intelligent AI chatbots, like the ones with Insync’s conversational AI, can harness the power of AI and NLP to converse and comprehend information as efficiently as their human counterpart. And when the time for human intervention comes, the real magic unfolds.
Therefore, when it comes to AI chatbots, businesses should focus on programming the solution to recognize when a problem is too complex and handle a chatbot-to-human handoff.
Therefore, managing a hybrid, AI chatbot plus human agents customer support solution starts with recognizing when human handoffs are needed and then transferring the conversations to an agent.
Here are some of the scenarios where chatbot-to-human handoff is needed:
1. When the Situation Is Complicated for the Bot
Chatbots are programmed to think intelligently and respond to situations. However, there may be situations where specific tasks fall out of scope, like catering to inquiries about matters outside of domain expertise, for example.
Thanks to NLP, conversational AI chatbots are usually smart enough to analyze and see if they can handle complex queries. And on occasions where they find the need for more humane support, they can conduct a human hand-off seamlessly. In short, the bot is intelligent enough to judge itself and make the call for help in time.
2. When Customers Display Negative Emotions
Natural Language Processing (NLP) and sentiment analysis have made conversational AI chatbots smart enough to give feedback on a user’s current mood. This helps these chatbots learn what sentiments work best for each user, enabling them to provide better service as they continue to correspond.
Hence, when a consumer appears upset, frustrated, furious, or annoyed about the product/service, an intelligent chatbot provides the option of speaking with a live person right away.
3. When the Conversation Involves Confidential Information
AI chatbots can detect critical circumstances involving confidential discussions, high-value transactions, and when a client is on the verge of churning. In such cases, handing over the conversation to a human agent allows for the best end-user experience. A conversational AI chatbot should be capable of doing so.
Gearing Up for a Seamless Handoff from AI Chatbot to Human Agent
To help guide you better in your transition, here’s a three-step breakdown of an ideal chatbot-human handoff:
- Pre-handoff Stage: This is the stage where the AI chatbot has recognized the need for human support via triggers. It is essential to let the user know that the case is transitioned to a human agent in this phase.
- Waiting Stage: This is the intermediary phase where the support ticket is put in a queue. During this phase, it’s very important to manage user expectations, as the wait time might be slightly longer than you originally predicted.
- Post-handoff Stage: The final phase of the bot-human handoff process is when a human takes over. At this stage, the users have already told their story to the bot many times, so ideally, the bot should communicate the transcript to the agent so that the users don’t have to repeat themselves.
For customers’ transition from an AI chatbot to a human representative to go smoothly, businesses must record the conversation with the chatbot, which can later be analyzed for any further scope of improvement. In addition, human agents must pick up exactly where the chatbot has left with the customer during the transition.
Insync is helping some great brands build cutting-edge AI chatbot solutions for long-term customer success and ROI. Rather than using generic intentions during automated chats, our solution digs deeper to cater to your customers’ needs, resulting in increased satisfaction. Reach out to us for a free trial today.