Human handover
What is human handover?
Human handover is when a conversation moves from a chatbot to a live human agent. This happens when the chatbot can't fully help the user or the user asks to talk to a person.
The human handover is important for chatbot systems. It lets customers get the help they need, even if the chatbot's skills are limited. It creates a smooth experience where the user doesn't have to start over or switch apps.
When does human handover happen?
There are a few reasons a human handover may happen:
Complex queries: If the user's question or request is too complicated for the chatbot, the conversation can be passed to a human agent.
User request: Customers may directly ask to talk to a person, either because they prefer personal help or the chatbot can't meet their needs.
Escalation: The chatbot may realize when it can't give a good response and offer to connect the user with a live agent.
Sensitive topics: For sensitive issues like complaints, the chatbot may be set up to immediately send the conversation to a human representative.