Deliver personalized experiences as navigating multiple departments in Digital Agent is made easy with Live Agent Transfer in Multi-tenant Digital Agent!

Overview

Multi-tenant Digital Agent provides the end users with the feature of Live Agent Transfer. End users have the benefit of talking to a Live Agent from their chosen department. This means that the end users get to resolve their queries by straight away talking to an analyst of the chosen department.

Persona: End user

Prerequisites

The Live Agent Transfer functionality in Multi-tenant Digital Agent works based on routing for both location and tenant.

Benefits

Enabling the end user to connect with a Live Agent of a chosen department will have multiple boons on both the end user front and the business front.

The following are the benefits of Live Agent Transfer in Multi-tenant Digital Agent:

Seamless transfer of the conversation to a Live Agent of the chosen department provides the end user with a quicker and more accurate solution.
Better resolution of complex end user concerns and queries.
Speed up resolution time and reduce wait times.
Reduce attrition rate by keeping end users informed and interacting with the right Live Agent.

Use Case

As the end user starts a conversation with the Digital Agent, the Digital Agent will prompt the end user to select a particular department to converse with. The end user can now connect with a Live Agent of that particular department that they have chosen.

The following steps explain the conversation between an end user and a Live Agent through Multi-tenant Digital Agent:

The end user starts a conversation with Digital Agent.
The Digital Agent provides the end user options of different departments to choose from. The end user selects a particular department to continue the conversation with.

Figure: Multi-tenant Digital Agent
Then end user provides input to transfer the conversation to a Live Agent of the chosen department.

Figure: LAT in Multi-tenant Digital Agent
The Digital Agent identifies the intent of the end user for Live Agent Transfer and prompts the relevant flow of conversation in the Digital Agent.