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  • 1.  Genesys Digital bot

    Posted 05-06-2024 02:45
    No replies, thread closed.
    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!"

    #DigitalChannels

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    Phaneendra Avatapalli
    Monash University
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  • 2.  RE: Genesys Digital bot

    Posted 05-06-2024 08:31
    No replies, thread closed.

    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.



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    Aaron Montanari
    Rochester Regional Health
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  • 3.  RE: Genesys Digital bot

    Posted 05-06-2024 19:59
    No replies, thread closed.

    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



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

    Original Message


  • 4.  RE: Genesys Digital bot
    Best Answer

    Posted 05-06-2024 09:53
    No replies, thread closed.

    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! 


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    Rich Miller
    CHRISTIAN BROADCASTING NETWORKPc Manager of Digital Interactions
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  • 5.  RE: Genesys Digital bot

    Posted 05-06-2024 20:00
    No replies, thread closed.

    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



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

    Original Message


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