Hi Mitchell, thank you very much.
This explains why I saw that one of our message chats escalated to an agent.
We will have to monitor if this goes as desired, otherwise we need to make one ourselves.
The fact that all these single words trigger an escalation might not be desired.
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Rolph Lieverse
CED Nederland B.V.
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Original Message:
Sent: 08-24-2023 09:57
From: Mitchell Mason
Subject: Digital Bot Flow - Agent Escalation phrases examples Dutch language
Hello, sorry about that, I'll work on getting the docs updated, but for now here is the list:
tussenpersoon
manager
agent
persoon
telefoniste
mensen
iemand
deskundige
operator
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Mitchell Mason
Genesys - Employees
Original Message:
Sent: 08-21-2023 05:41
From: Rolph Lieverse
Subject: Digital Bot Flow - Agent Escalation phrases examples Dutch language
Hi,
We have just started messaging chat and I created a digital bot flow in two languages: 'en-gb' and 'nl-nl'.
After analysing a few first chats I found that the agent escalation kicked in. This is turned on, so this is expected.
This happened on the nl-nl flow.
Only problem now is that I have no clue on what words the agent escalation worked.
I found this page: Agent escalation in bot flows - Genesys Cloud Resource Center
But no Dutch (short) escalation phrases are listed here.
Can someone provide them to me or point me in the right direction where they are listed?
Then I can understand why an agent escalation took place. Thxs.
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
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Rolph Lieverse
CED Nederland B.V.
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