Skill Based Routing

When an end user is conversing with the Copilot and requests for Live Agent Transfer, by default, based on the configuration of end user location and the Workgroup location, the routing of LAT happens. However, the Copilot can also connect to a Live Agent based on the skills.

Whenever an end user provides an input to the Copilot, the Copilot identifies the entity in the input. Accordingly, the Copilot routes the conversation to a Live Agent whose skills match the identified intent.

With skill-based routing Live Agents will be able to provide tailored assistance, understand the customer's requirements better and offer specialized solutions or recommendations.

Note

Live Agent can access the Live Chat iconand accept the chat request from end user through Apex.

Suppose the end user provides an input ‘human agent’, 'live agent', or 'agent'. Copilot identifies the entity from the input provided by the end user. The end user wants to talk to a Live Agent.

Figure: Copilot confirms LAT

Copilot transfers the conversation to the Workgroup whose skill matches the identified entity and to an Analyst (Live Agent) who belongs to that Workgroup.

Figure: Copilot transfers the conversation to Live Agent