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A core feature that we make available on all Chatclay Chatbots is human escalation, or the ability for human agent to intervene at appropriate times for maximum conversion. While chatbots are designed to handle a wide range of customer queries and interactions, there are times when they may fail to provide a satisfactory response. In such cases, it is crucial to have a human escalation strategy in place to ensure a seamless customer experience.
One of the most common human escalation strategies is to seamlessly transfer the conversation from the chatbot to a live chat agent. This allows the customer to receive immediate assistance from a human agent who can address their query or issue effectively. On ChatClay the human agent can choose to takeover from the chatbot with a simple one click toggle that can be used by all business stakeholders.
Another effective strategy is to offer customers the option to request a call back from a human agent. This allows customers to receive assistance over the phone, which can be more effective for resolving complex issues or providing personalized assistance. Call back flow templates are made available to all ChatClay chatbots.
In cases where immediate assistance is not required, customers can be directed to an email support channel. This allows them to describe their issue in detail, and receive a thorough and thoughtful response from a human agent. Automated real time email notifications to all relevant business stakeholders through effective collection of field using chatbot is another template that is made readily available on all ChatClay chatbots.
In conclusion, having a human escalation strategy in place is essential for addressing chatbot failures and ensuring a seamless customer experience. By offering customers the option to escalate to a human agent through various channels, businesses can provide the support and assistance needed to resolve customer queries effectively and enhance customer satisfaction.
Chatbot case studies across domains.
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