Chat & Bot Escalation

Chat & Bot Escalation


This article explains how to handle chat & bot escalations.

Since Thrio is AI-powered, your customers are able to get a lot done on their own. This means they can interact with your company to get answers to questions, make payments, and provide information in an automated way. This can be done from a web site or even a mobile app. From a productivity standpoint, this is helpful for you as an agent because you are able to see the previously accomplished steps the customer took with the Chat Bot and understand the context of the workitem. This saves you time, helps you to orient yourself the customer’s needs, and of course removes a fair amount of friction as a Bot-enabled session is escalated to you for live intervention.

Customer-Facing Form for Chat Bot Dialog

When customers are directed to a web page or mobile app with a THRIO chat link, they are asked to fill out their name and phone number along with a question or request phrase. When they click the button “request an agent” they will either be directed to the “Live” ACD queue or be sent first to a Chat Bot. The Bots can be configured to escalate to a live chat when the customer is done with the Bots, or if the system senses frustration or need for live intervention.

Customer-Facing Form for Chat Bot Dialog (detail)

The Customer-Facing Chat Bot form asks the customer to fill out their name and email address. This information is used to automatically provide agents with a “screen pop” of the customer’s contact record if there is one.

In addition, customers are also prompted to enter a question or request in the form. This information is read by the Bot so it can start answering questions. The same information is transferred along with the chat if it is escalated to an agent

NOTE: Chat Forms are presented to customers regardless of the use of Chat BOT or direct connection to an agent.

Customer-Facing “In Queue” Alert

After the customer fills out the form and requests an agent, the “please wait while we connect you” prompt and graphic will display. This happens regardless of Bot intervention or live agent connection.

Customer-Facing Chat Bot Dialog Example

When a customer begins a Chat Bot dialog, the text generated by the Bot appears on the left- hand side of the chat screen. Customer responses are on the right-hand side of the screen.

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What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.