A hybrid form of customer service is one of the most popular applications of chatbots and something that’s been discussed several times on this forum. I have a two questions in this regard.
The first is: how do you prefer to make your human agents aware of a conversation that they need to take over from the bot? Is it based on the customers’ responses that reveal some sort of distress/dissatisfaction–or even a button they can press (“Talk to human”)? Is it if your bot can’t match a response to one of its intents or loops through an attempted flow a few times with no resolution?
And secondly: what are the mechanics of that human intervention? How is the human agent made aware of a “flagged” conversation and from where does that human respond? You could respond via command line, and there are some platforms with larger core functionalities that could also be used for this purpose, such as Slack or FrontApp. But I’m wondering if any of you know of alternative solutions that are more narrowly dedicated to this area (something perhaps like Dashbot)?