Introducing Human Handover for Conversation AI in Bosseo CRM
We are thrilled to introduce a new feature in Bosseo CRM – the human handover for Conversation AI. This innovative functionality empowers your AI bot to seamlessly delegate ongoing conversations to a human whenever it detects that it’s not the most suitable option to continue the interaction. Whether your customers are asking intricate questions, the bot encounters multiple unsuccessful attempts at resolving an issue, or there’s a direct request for human engagement, this feature ensures your clients never feel ignored or frustrated.
How It Works
Enable Human Handover
To activate this feature, navigate to your Bot Goals, select Human Handover, and switch it ON to begin configuration.
Choose a Scenario to Trigger the Handover
Several predefined scenarios are available to trigger a handover, including:
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Contact Request:
When the customer explicitly asks for a human, for instance, “I want to talk to a human” or “Can someone real help me?”
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Lack of Information:
When the AI doesn’t know the answer to a customer’s query.
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Failed to Resolve Issues:
This is triggered after two failed attempts by the AI to resolve an issue.
Configure What Happens Next
Post-handover, you can customize several actions such as:
- Assigning the conversation to a staff member or auto-assign based on existing assignments.
- Creating a task automatically, with a default description such as “will be created by AI”, due in 24 hours.
- Sending a closing message to the customer (e.g., “Thank you! Someone from the team will get back to you.”).
- Pausing the bot to temporarily disable AI messages for a specific time.
- Creating tags (default tag: human_handover) for easy categorization and tracking.
- Managing notifications for human agents, ensuring staff are alerted when assigned a task or conversation.
Real-World Use Cases
Home Improvement Companies
For businesses in the home improvement sector, where detailed and tailored advice is often required, human handover can ensure clients receive personalized solutions. Whether customers need expert advice on a specific renovation issue or wish to discuss bespoke solutions, transferring the conversation to a human enhances customer satisfaction and ensures precise information sharing.
Legal Practices
Law firms can leverage this feature in cases where legal advice must accurately align with a client’s specific circumstances. Initial AI interactions can handle general inquiries, but for intricate legal advice or when a customer expresses the desire to discuss sensitive matters, facilitating a handover to a legal expert ensures compliance and client trust.
Medical Practices
In medical settings, patient queries may begin with an AI interface for general information. However, when a user seeks specific medical advice or when their symptoms fall outside the domain of the AI responses, an immediate transfer to a medical professional can be lifesaving. This ensures compassionate and accurate medical guidance, fostering trust and safety in patient care.
Conclusion
By integrating Human Handover in Bosseo CRM, businesses across sectors can enrich their customer interaction landscape, ensuring seamless, efficient, and empathetic experiences. This feature supports an optimal balance between automation and human touch, maintaining high satisfaction levels and fostering customer loyalty. With a maximum of six handover actions per bot, the versatility of this tool supports industry-specific needs, taking your customer engagement to new heights.
