Skill Based Routing

When an end user is conversing with the Digital Agent 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 Digital Agent can also connect to a Live Agent based on the skills.

Whenever an end user provides an input to the Digital Agent, the Digital Agent identifies the entity in the input. Accordingly, the Digital Agent 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.

Suppose the end user provides an input ‘my Outlook in my laptop is not working’. Refer the following figure:

Figure: Digital Agent welcome message

The end user wants to talk to a Live Agent and provides an input to the Digital Agent to transfer the conversation to a Live Agent. Digital Agent identifies the entity from the input provided by the end user and confirms whether the end user wants to proceed with transferring the conversation to a Live Agent. Refer the following figure:

Figure: Digital Agent confirms LAT

The Digital Agent transfers the conversation to the Workgroup whose skill matches the identified entity and to an Analyst (Live Agent) who belongs to that Workgroup. Refer the following figure:

Figure: Digital Agent transfers the conversation to Live Agent