This article provides guidance on instructing your chatbot on asking more information or a follow-up question before actually handing off the conversation to a human agent.
If someone asks to speak to an employee, it's possible that you do not want the chatbot to immediately handoff the conversation to a human agent, but first want to check if the chatbot can answer the question, or ask a follow-up question or some information, before actually handing off the conversation. It allows the chatbot to fully explore the possibility of resolving the query first, reducing unnecessary handoffs and/or ensuring that agents have all relevant information before handling incoming conversations.
This you can do by adding an instruction (in Instructions or Domain knowledge) in which you instruct the chatbot on how to respond when someone wants to speak to an employee, and adding a specific 'codeword' that the end-user can use to be handed off afterwards.
Setting up the intermediate step
To implement this intermediate step, follow these steps to configure your chatbot.
Step 1: Define the handoff scenarios
Identify scenarios in which a handoff might be necessary. A common scenarios is when a customer explicitly requests to speak with an agent.
Step 2: Write the chatbot instructions
Think of the intermediate step: what do you want your chatbot to ask or say before the actual handoff can take place?
Set up instructions in the chatbot to guide how it should handle requests. For instance:
If someone asks to speak to an employee, you should first ask what question someone would like to ask to the employee. Then you attempt to answer this question. At the end of your answer, you ask if the end-user is satisfied or still wishes to speak to an employee. If the customer still desires to speak to an employee, you tell the end-user that you can handoff the conversation to your human colleague. You ask the end-user to type 'codeword' to be handed off.Step 3: Think of the codeword
Choose a unique codeword or phrase that customers can use to trigger a handoff. This word should be uncommon in regular conversations to avoid unintended triggers. Examples of codewords could be "Handoff now" or "Holy melony". Use this codeword in the instruction you have written in step 2.
Step 4: Set up the handoff
Set up the handoff as described in this article.
As trigger(s) use the codeword(s) you have used in the instruction(s).
Step 5: Test and Refine
Use the interactive tester to simulate conversations and ensure that the chatbot correctly interprets and responds to handoff scenarios. Adjust the instructions and triggers as necessary based on the outcomes of these tests.
Examples
These examples provide clear guidelines on how the chatbot can interact with users in different contexts, ensuring that the chatbot attempts to address the user’s needs before facilitating a smooth handoff to human agents when required. Each scenario includes specific instructions and a unique codeword to trigger the handoff to a human agent.
Example 1: Technical support request
Scenario: A user needs technical support that may require detailed troubleshooting.
Instruction: If someone asks for technical support, first ask if they have tried restarting their device. Regardless of their response, follow up by asking if they would like to proceed with detailed troubleshooting by one of our experts. If they agree, request they send the words 'Tech Support'.
Trigger: Tech Support Now
Example 2: Product return question
Scenario: A customer wants to return a product and needs information about the return policy.
Instruction: When a customer asks about returning a product, provide them with a brief overview of the return policy. Then, ask if they need assistance from a customer service representative to process the return. If they do, instruct them to send the words 'Return Help'.
Trigger: Return Help
Example 3: Booking an appointment
Scenario: A client wants to book an appointment which requires checking availability and personal preferences.
Instruction: If a client wishes to book an appointment, first ask for the service they are interested in and their preferred dates. After receiving this information, offer to connect them with a booking specialist for personalized service. If they want to proceed, ask them to send the words 'Schedule Now'.
Trigger: Schedule Now