During a chat with the chatbot, the end user may need to escalate to live chat under certain conditions. These must be defined by the bot manager in the knowledge base. This could be, for example, when:

  • the end user explicitly requests it,

  • the end user has provided negative feedback, or a specific reason for dissatisfaction,

  • too many sentences have been misunderstood by the chatbot,

  • a response requires clarification,

  • a thematic question is addressed;

Live chat escalation and its conditions can be managed through contextual conditions and GUI actions. In the event of an escalation, the end user remains in the same chat window (the chatbox), and the history of conversations with the chatbot is preserved. This history is also transmitted to the operator.

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