Best Practices: Conversation transfer

Depending on how you define your service model, you can focus on reducing referral rule transfers and have the answers provided automatically by the virtual assistant alone, refer conversations to a human advisor, or leverage the strategies, combining them into a solid model. Below are some tips that can help:

Reduce transfers by derivation rule

1. Content is key
   1. Generating content, covering all business needs and aspects will avoid giving evasive answers.
   2. Incorporate different ways of asking questions, to broaden the context of your virtual assistant.
   3. From the Knowledge section, you can also use Generative AI to create content and automated question forms, which will help you to reduce evasive answers. 
   4. The Training section will help you to find out if there are new topics that are not yet included in the virtual assistant or to learn words that your customers use and that you have not yet loaded.
2. Negative feedback analysis 
   1. From the Knowledge section analyze the results, sorting the content by number of interactions and negative feedback to apply possible improvements to the most frequently asked questions. The feedback is a tool to listen to your customers, where you will be able to detect if there is content that is obsolete, incomplete, incorrect or that does not exist in your knowledge base, as well as disagreements with some aspects of the service. All this information will provide you with content that you can work with to nurture your virtual assistant's responses.
   2. In the Tags module of the Analytics section, you will be able to know the most consulted topics and the percentage of negative feedback, in order to check the most frequently asked questions by your customers.
3. Proactivity, integrations, and actions
   1. Integration with CRM or legacy systems is key to solving the problem in real-time and delivering useful information. Incorporating add-ons in the answers and integrating with third-party applications helps to solve the need in time and create a better experience, avoiding the user resorting to another channel and generating multiple costs for the company for the same query.
   2. Use as many complements as possible in the answers: videos, images, buttons, assisted navigation, etc. They will help you to capture the user's attention and to better understand the answer
   3. If you take advantage of your internal systems and integrate your services, you will be able to be proactive to your customers' demands, for example: activate a product on the spot, collect payment in real-time, deliver order or claim statuses, etc.
4. Strategy and objectives: a defined strategy and objectives for your care model are fundamental to understanding the need for topics to refer to a human consultant and which ones to focus on the virtual assistant.

Refer conversations to a human chat

1. Human chat hours: remember that the virtual assistant attends 24/7, if the human agent has different schedules, you must think of actions for the unavailable hours, for example, asynchronous referral, a contact form, or a message with additional information.
2. Messages for each situation: the user will always be informed about the actions to be taken. It is important that the messages displayed by the assistant before referral or when out of referral hours, etc., are in line with your company's tone of voice and consistent with the overall content.
3. Care groups: if in your company there are different teams specialized by type of care, create the groups and referral rules.

*Requirements: if you operate with a human chat provider other than Live, please contact your Account to discuss the requirements and technical needs for the configuration and programming of the integration.