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Surely you have heard of the countless cases in which bots can enhance the operation of a Contact Center. In many cases they replace human agents to take calls with Voicebots, messaging chats or create hybrid ecosystems, where both can interact. But what happens when the bot doesn't have the answer in its knowledge base or doesn't have access to external databases? The answer is Ask for Help, an innovative solution proposed by inConcert.
A bot that asks for help if it doesn't have the answer
There may be cases where a bot will encounter limitations in its interactions with users and will not have an answer:
- Environments where most of the information about an operation or business is not fully documented
- Specialized know-how that only employees with years of experience have and have not transmitted to others Information so new and changing that it is still in the process of being uploaded to the bot
- Information so new and changing that it is still in the process of being uploaded to the bot
- Information too old to have been considered to be added to the knowledge base
Before transferring the entire interaction to a human agent, inConcert offers you a unique solution in the market: Ask for Help. With this tool Can bots ask for help when they can't solve a question or problem on their own.
This collaboration between bots and agents is an effective way to provide complete and satisfactory customer service and optimize the bot training.
How does Ask for Help work?
During the interaction with the user, the bot encounters a scenario where it is necessary to “raise its hand”. The bot's supervisor receives a notification stating that the bot needs your help to resolve a case. This notification may be accompanied by relevant details about the user's query and the context of the conversation up to that point.
The supervisor then provides the answer to the bot so that it continues to interact directly with the user and can choose to add or not add that answer to the knowledge base.
With this interaction, the bot can continue to learn and improve its ability to resolve similar queries in the future. This helps ensure that it handles an increasingly wide range of questions on its own over time, reducing dependence on human intervention.
Use case: bank customer uses a product that is no longer in the current portfolio
In the banking sector It is common for limited-edition credit cards, with benefits, agreements and exclusive rates that after a while cease to be offered but are still active for those customers who managed to purchase them during the promotion period.
In this specific use case, let's imagine that a bank customer contacts the bot looking for information about discount agreements at sports stores with their credit card commemorating the Tokyo 2020 Olympic Games. This product is no longer offered and was not included in the knowledge base when the bot was implemented.
then the bot requests help from a human agent through the Ask for Help function. The agent provides the bot with a list of participating stores and brands, but also takes the opportunity to remind the customer that the associated benefits will be effective until July 1, 2024, so it can offer alternatives available in the bank's current portfolio that may be of interest to them.
El supervisor decides to save the answer and with this interaction, the bot learns about a specific situation that was not foreseen in its initial knowledge base. In addition, the customer receives the accurate and up-to-date information they were looking for, which contributes to a satisfactory experience and could even result in a cross-selling strategy.
InConcert's Ask for Help feature provides an effective solution for cases where bots face limitations in their ability to resolve queries autonomously. This collaboration between bots and agents not only optimizes the operation of the Contact Center, but also allows the bot to continuously learn and improve.
With Ask for Help, a perfect balance is created between the efficiency of artificial intelligence and the human experience, promoting a stronger relationship between the customer and the company.
If you want advice on how to implement this solution to your operation, do not hesitate to contact us.
