The transfer of the bot conversation from Digital Agent and an End User to a Live Agent (Analyst) is known as a "Live Agent Transfer" (LAT).
LAT basically provides an option to the end user to invoke Live Agents during the conversation with Digital Agent. This enables the end user to escalate or provide immediate attention to a logged service request (SR) or an incident (INC) by the assigned analyst.
LAT acts as a bridge that fills the gap between the end user and the analyst. It builds an immediate connectivity between the two.
When a Digital Agent cannot accurately respond to an end user's queries or when the end user requests that the conversation be transferred to an analyst, the Digital Agent may transfer the conversation to the analyst using the LAT.
User Persona
End user / Analyst
Business Benefits
The following infographic depicts the business benefits of Live Agent Transfer:
Figure: Benefits of LAT
Live Agent Transfer increases customer satisfaction since a live analyst can promptly respond to end user queries by providing the most relevant resolutions. Also, the end user can view the full history of their previous conversations.
The end user can continue to interact with Digital Agent bot, even after the Live Agent ends the conversation. If there are no further queries, the end user can end the conversation with the Digital Agent
For more details, refer to the following: