Bot-to-Human Handoff Requirements
There are several things to consider when transitioning to a human.
User Scenarios
User scenarios may include triage, escalation, and supervision.
User scenarios may include triage, escalation, and supervision.
Transition Initiation
The transition could be initiated by the user, the agent, or an automated system.
The transition could be initiated by the user, the agent, or an automated system.
Transition Detection
The chat bot could automatically detect when a transition needs to occur based on sentiment analysis or by detecting certain entities or intents.
The chat bot could automatically detect when a transition needs to occur based on sentiment analysis or by detecting certain entities or intents.
Type of Human Interaction
The human could engage via a support ticket, phone, text, or a chat platform.
The human could engage via a support ticket, phone, text, or a chat platform.
Bot-to-Human Handoff Architecture
Here is a technical architecture diagram I created for a bot-to-human hand-off system built on Microsoft Azure.
Features
1. A dashboard for agents to view live conversations where the agent can take control if necessary.
2. Custom middleware to connect users and agents together.
3. A database of conversations where you can perform in-house analytics.
2. Custom middleware to connect users and agents together.
3. A database of conversations where you can perform in-house analytics.
