“Everything that can be automated will be automated” - that statement that has proved true many times. Making backend systems easily accessible via Conversational AI is a powerful driver for automation. But what about cases were automation is (yet) impossible or maybe undesired?
When a customer feels stuck in a conversation or expresses the intent to talk to a human agent, the bot should respond accordingly. The crucial part of the user experience: Seamlessly transitioning between bot and human agent in a way that’s transparent, frictionless and efficient. In other words: A sophisticated Virtual Agent should know its limits and be a true team player.
Check out the video below to see how a Virtual Agent powered by Cognigy.AI works hand in hand with a human customer service representative. The human agent uses Salesforce Live Chat to interact with the customer, has a 360° view of available data and also full insight into the preceding bot communication.