Escalation from AI Chatbot to Human Operator

Automatic Escalation Conditions

  • Complex question detection: When AI determines it cannot handle the inquiry
  • Negative emotion detection: Sensing customer dissatisfaction or frustration
  • Explicit human support requests: Direct requests like “I want to speak to a representative”
  • Response count limit: When the configured maximum number of responses is reached
  • Confidential information detection: Questions regarding personal information or contracts

Detailed Escalation Process

Process Flow

  • Situation assessment: AI agent automatically determines appropriate timing
  • Customer confirmation: “Would you like to be connected to a human operator?”
  • Immediate switch after approval: Instant transition to LiveAgent chat interface with button click

Handoff Features

  • Conversation history transfer: Operators can review all previous conversation content
  • Automatic ticket creation: Automatically generates and manages tickets in LiveAgent

Human Assist Tool Features

Chat Switching

  • Real-time switching: Chat window seamlessly transfers to human operator
  • Context preservation: AI conversation content is completely handed over

Customer Support Optimization

  • Priority settings: Priority handling for VIP customers and urgent cases
  • Customizable: Adjustable button text and display timing