Live Agent Transfer

The transfer of conversation between Copilot 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 Copilot. 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 Copilot cannot accurately respond to an end user's queries or when the end user requests that the conversation be transferred to an analyst, the Copilot may transfer the conversation to the analyst using the 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 Copilot, even after the Live Agent ends the conversation. If there are no further queries, the end user can end the conversation with the Copilot.

For more details, refer to the following:

• Skill Based Routing

• Transfer End User Conversation

• LAT Flow for Live Agent

• Live Agent Hub

• Connect with Live Agent