Typically, chatbots will not be able to respond to queries that it has never encountered before, or has not been trained to handle such queries. When facing such queries, the chatbot will redirect the queries to human personnel to take over the conversation.
We are not risking the user experience by letting an angry customer talk to a bot. As the bot detects a negative sentiment in the user queries, it will automatically redirect the queries to your staff.
As humans take over the conversation, our chatbot picks up the way they handle such queries, using its machine learning capability. The chatbot will then be able to handle similar queries in future encounters.
Seamlessly take over the conversation via our Chat Agent Dashboard.
Check out the confidence scores of the chatbot via our Data-Analytics dashboard, and improve those with lower confidence scores.
Widen the bot’s knowledge by adding new data or intents via our Intent Management Dashboard.