Handover specific conversations to human agents

Cognigy Support
April 26, 2022

In almost every virtual agent conversation it could come to the point where the human user would like to talk about a more complex, not known or another topic with a human agent. Even if conversational automation tries to decrease human interaction for less resources in the contact center, the level of customer service should stay as high as possible. Therefore, a conversation can be forwarded to a human and, afterward, back to the virtual agent if all "complex" questions were answered.

Best Practices

• Cognigy.AI Bot Building Checklist
• Cognigy’s NLU Execution Order Explained
• Difference Between Go To and Execute Node
• Explaining No-Translation Markers
• Best Practices: Testing your Virtual Agents with Playbooks
• Voice: Strategies for Hard to Understand Phrases
• Universal skills for Chat and Voice
• Avoid customer frustration
• Get the conversation going
• Best Practices: Building a Deployment Pipeline for Cognigy AI Agents