Genesys Cloud - Main

Agent Escalation

There is some built in escalation if you want the user to type in any phrases listed in the document above.  Then its an exit bot and whatever logic you have on that.

Hi Aaron, 

Thank you yes we added few phrases already will have another look.

Had a look at few bots where if a customer clicks on "no the article didn't help" then it just escalates to agent directly.  

While here looks like customer will need to specifically ask for agent in the chat.

Regards
Phaneendra

Hi Phaneendra,

Congratulations on successfully employing your chatbot. As Aaron referenced, there are multiple ways to escalate to an agent with the flows and logic. Here is an example of how we built ours. Options 1 and 5 transfer to an agent after their selection while 2-4 disconnect after responding. Option 5 is Other/Need More Assistance: 

Hi Rich,

Thank you for sharing your flow I will look at this and see if we can do similar in our bot.

Regards

Phaneendra

Original Message:
Sent: 05-06-2024 09:53
From: Rich Miller
Subject: Genesys Digital bot

Hi Phaneendra,

Congratulations on successfully employing your chatbot. As Aaron referenced, there are multiple ways to escalate to an agent with the flows and logic. Here is an example of how we built ours. Options 1 and 5 transfer to an agent after their selection while 2-4 disconnect after responding. Option 5 is Other/Need More Assistance: 

Hope this helps! 

------------------------------
Rich Miller
CHRISTIAN BROADCASTING NETWORKPc Manager of Digital Interactions

Original Message:
Sent: 05-06-2024 02:45
From: Phaneendra Avatapalli
Subject: Genesys Digital bot

Hello Community,

We've successfully deployed our chatbot, which provides helpful answers based on its knowledge base. However, we're encountering a challenge: when a customer needs further assistance beyond the bot's capabilities, there isn't a clear option to escalate to a human agent. Currently, the only available options are limited or a generic "None of these" response. Has anyone else encountered this issue, or is it a limitation of the bot platform? Any insights or solutions would be greatly appreciated. Thank you!"

#DigitalBots #Knowledge

#DigitalChannels

------------------------------
Phaneendra Avatapalli
Monash University
------------------------------