Changeover conversation from bot to human
No matter of how much artificial intelligence Ginibot possesses, there may still be times when she needs to hand off the conversation to a human agent. Our Ginibot recognizes when she needs to hand off and provide the user agent with a clear, smooth transition.
Common scenarios that require human involvement
There could be many situations where Ginibot changeover control of the conversation to a human agent. A few of those scenarios are triage, escalation, and supervision.
Triage: Ginibot can act as a service help desk triage processor to allow human agents to devote more quality to solving the problem instead of collecting information.
Escalation: Is a situation where a conversation is complex enough to require human agent involvement. Here Ginibot will escalate the issue to a human agent by ways such as user-driven menus, scenario-driven situations, or NLU (Natural language understanding) and sentiment analysis to decide when to transfer control of the conversation to a human agent.
Supervision: In this situation, the human agent will want to monitor the conversation instead of taking control. For example, consider a help desk scenario where Ginibot is communicating with a user mechanic to diagnose. A machine learning model helps Ginibot determine the most likely cause of the issue, however before advising the user mechanic to take a specific course of action, Ginibot can privately confirm the diagnosis and remedy with the human agent and request authorization to proceed. The human agent then clicks a button, the Ginibot presents the solution to the user mechanic, and the problem is solved. Here Ginibot is still performing the majority of the work, but the human agent retains control of the final decision.
Changeover control of the conversation
When Ginibot determines it's time to transfer control of a conversation to a human agent, she can communicate with the user that she is being transferred and put the conversation into a 'waiting' state until she confirms that a human agent is available to join the chat session. When Ginibot is waiting for a human agent, she may automatically answer all incoming user inquiries with a default response such as "waiting in queue". In addition, you could have Ginibot remove the conversation from the 'waiting' state if the user sent certain messages such as "never mind" or "cancel". You have full control to specify how agents will be assigned to waiting users when you design your Ginibot. For example, the Ginibot may implement a simple queue system: first in, first out. More complicated logic would assign users to human agents based upon geography, language, or some other factor. The Ginibot could also present some form of user interface to the agent that they can use to select a user. When a human agent becomes available, she connects to the Ginibot and joins the conversation.