Transfer End User Conversation

Digital Agent works in two different ways to transfer the conversation to the Live Agent. It either directly provides the option of LAT to the end user or works as per the request of the end user.

Transfer of the conversation between Digital Agent and End User to the Live Agent happens in either of the following ways:

Digital Agent Transfers the Conversation to Live Agent

When an end user begins a conversation with Digital Agent, the Digital Agent tries to provide a response/solution to the end user’s queries. If the end user is not satisfied with the response/solution provided by the Digital Agent for three consecutive times, then the Digital Agent asks whether the end user wants to transfer the conversation to an analyst. If the end user says ‘Yes’, then the conversation on the Digital Agent interface is retained and the conversation is transferred to an available analyst.

End User Wants to Talk to the Live Agent

If an end user wants to talk directly to the Live Agent even before conversing with the Digital Agent, the Digital Agent connects the end user with the Live Agent. As in the following use case, the end user provides an input - 'live agent' - in the Digital Agent without having any conversation with the Digital Agent. So, the Digital Agent then transfers the conversation to the Live Agent.Figure: End user confirms Live Agent Transfer