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Smarter, faster solutions at your fingertips – Live Agent Transfer connects you to a Live Agent in seconds!

Overview 

The transfer of the bot conversation from Digital Agent and an End User to a Live Agent (Analyst) is known as a "Live Agent Transfer" (LAT). 

LAT basically provides an option to the end user to invoke Live Agents during the conversation with Digital Agent. This enables the end user to escalate or provide immediate attention to a logged service request (SR) or an incident (INC) by the assigned analyst. 

LAT acts as a bridge that fills the gap between the end user and the analyst. It builds an immediate connectivity between the two. 

When a Digital Agent cannot accurately respond to an end user's queries or when the end user requests that the conversation be transferred to an analyst, the Digital Agent may transfer the conversation to the analyst using the LAT. 

Persona 

  • End User 

Business Benefits

The following infographic depicts the business benefits of Live Agent Transfer:


Figure: Benefits of LAT

Live Agent Transfer increases customer satisfaction since a live analyst can promptly respond to end user queries by providing the most relevant resolutions. Also, the end user can view the full history of their previous conversations. 

The end user can continue to interact with Digital Agent bot, even after the Live Agent ends the conversation. If there are no further queries, the end user can end the conversation with the Digital Agent. 

Configuring Live Agent Transfer in Digital Agent Dashboard

To successfully bridge the connection between the Live Agent and the end user, perform the following steps:

  1. Login to Summit Application.
  2. Navigate to Admin > Infrastructure > Workgroup. On the Workgroup page, select a tenant and a Workgroup name.
  3. The Workgroup page has a new Enable Live Agent Transfer check box. Once this check box is enabled, the LAT icon is displayed on the Quick Access bar to the analysts for the selected Workgroup at the selected location.


    Figure: Enable Live Agent Transfer

  4. Select the Analyst Workgroup location. This will connect the end user from a specific location to the Live Agent who has the same Workgroup location. This process is referred to as Queue Routing.


    Figure: Selecting Analyst Workgroup Location

Notes

  • If we select all locations, the live agent and end user will not get connected.
  • Select a particular location for a particular Workgroup.
  • If the end user does not have the location being configured, then the Digital Agent will trigger the alternative flow.
  • The Live Agent can access the Live Chat icon only from the Summit application. This icon is not present in MS Teams or Slack.
  • The same set of LAT operations is applicable for MS Teams as well. However, the LAT in MS Teams and Slack does not have the reset option.
  • MS Teams and Slack does not have the analyst module. The analyst module is only in the web chat of Summit application.

Skill-based Routing in Live Agent Transfer

When an end user is conversing with the Digital Agent and requests for Live Agent Transfer, by default, based on the configuration of end user location and the Workgroup location, the routing of LAT happens. However, the Digital Agent can also connect to a Live Agent based on the skills. 

Whenever an end user provides an input to the Digital Agent, the Digital Agent identifies the entity in the input. Accordingly, the Digital Agent routes the conversation to a Live Agent whose skills match the identified intent. 

With skill-based routing Live Agents will be able to provide tailored assistance, understand the customer's requirements better and offer specialized solutions or recommendations.

Prerequisites 

  • Workgroup should be active. 
  • Workgroup location is not selected as All. 
  • Enable Live Agent option should be enabled. 

Configuration 

By matching the end user with Live Agents who have the relevant skills matching their problems, it enables a more personalized customer experience. The Digital Agent will extract the entity from the user utterance, identify the entity and based on the identified entity, the Digital Agent will connect an Analyst from a Workgroup whose skills match with the entity. 

To enable the skill-based routing in LAT, you need to manually map a Workgroup having a specific skill set. 

To add Workgroup pertaining to a specific skill, perform the following steps: 

  1. Login to SummitAI portal. 
  2. Navigate to Admin > Productivity > Skill Category. 
  3. Select Workgroup from the dropdown menu of Category Name. 
  4. Select a Sub Category Name for which you want to add the skills. 
  5. Click Submit. 

After adding a Workgroup, you need to add skills to that Workgroup. 

To add skills for a Category in a Workgroup, perform the following steps: 

  1. Navigate to Admin > Productivity > Skill. 
  2. Select Workgroup from the dropdown menu of Category Name. 
  3. Select a Sub Category Name for which you want to add the skills. 
  4. Manually add the skill names such as Outlook, laptop, to the sub category related to each entity. 
  5. Click Submit.
     

Notes

  • Skill-based routing in LAT is possible only before a ticket for an Incident or Service Request is created. If the end user requests for LAT after creating a ticket for Incident or Service Request, then the skill-based routing of Live Agent will not happen. 
  • If the skill-based routing does not happen then by default, the Digital Agent will trigger the location-based routing and continue the conversation. 
  • Entities like Outlook, Windows, printer, laptop, password, should be configured on the for skill-based routing. 

Suppose the end user provides an input ‘my Outlook in my laptop is not working’. 

Below is a sample screenshot:


Figure: End user provides an input to Digital Agent 

The Digital Agent identifies the entity – Outlook and laptop - from the input provided by the end user. The end user wants to talk to a Live Agent and provides an input to the Digital Agent to transfer the conversation to a Live Agent.

Below is a sample screenshot:


Figure: Digital Agent confirms LAT 

The Digital Agent transfers the conversation to the Workgroup whose skill matches the identified entity and to an Analyst (Live Agent) who belongs to that Workgroup.

Below is a sample screenshot:

Figure: Digital Agent transfers the conversation to Live Agent

Transferring the Digital Agent – End User Conversation to Live Agent  

Digital Agent works in two different ways to transfer the conversation to the Live Agent. It either directly provides the option of LAT to the end user or works as per the request of the end user.

Transfer of the conversation between Digital Agent and End User to the Live Agent happens in either of the following ways:

  1. Digital Agent Transfers the Conversation to Live Agent

    When an end user begins a conversation with Digital Agent, the Digital Agent tries to provide a response/solution to the end user’s queries. If the end user is not satisfied with the response/solution provided by the Digital Agent for three consecutive times, then the Digital Agent asks whether the end user wants to transfer the conversation to an analyst. If the end user says ‘Yes’, then the conversation on the Digital Agent interface is retained and the conversation is transferred to an available analyst.

  2. End User Wants to Talk to the Live Agent

    If an end user wants to talk directly to the Live Agent even before conversing with the Digital Agent, the Digital Agent connects the end user with the Live Agent. As in the following use case, the end user provides an input - 'live agent' - in the Digital Agent without having any conversation with the Digital Agent. So, the Digital Agent then transfers the conversation to the Live Agent.


    Figure: End user confirms Live Agent Transfer

LAT Flow for End User 

The flow of Live Agent Transfer with respect to the end user works in a manner to streamline the entire process of transferring the conversation and provide faster resolutions to the end user.

The following flowchart demonstrates the flow of LAT for the end user:


Figure: Flow of LAT for end user

For the end user to have a conversation with the Live Agent, the end user must have the location configured. 

LAT Flow for Live Agent

Once the Digital Agent transfers the conversation to the Live Agent, the Live Agent will need to perform certain steps to start conversing with the end user.

To start conversation with an end user, perform the following steps:

  1. The analyst logs into the Summit Application with Analyst access in order to participate in the conversations transferred from the Digital Agent to the Live Agent.
  2. Using the Live Chat  icon on the Analyst Dashboard page, the Live Agent (analyst) can 'Accept' or 'Ignore' the conversation transfer request from the end user.


    Figure: Live Agent dashboard with Live Chat icon


    Figure: Ignore or accept LAT request

  3. Subsequently, upon accepting the conversation transfer request, the Live Agent starts interacting with the end user to provide a solution. The Live Agent can accept requests from multiple end users at a time. The end user continues to interact with the analyst on the Digital Agent while the analyst interacts using the Live Agent chat interface.

  4. The Analyst dashboard shows an End Chat option. When the analyst clicks this option, it will end the conversation between the Live Agent and end user. And the conversation will be restored between the Digital Agent and end user.


    Figure: End Chat option in Live Agent dashboard

Use Case

Digital Agent helps end user to connect with a Live Agent through LAT. The end users can check log an INC or SR, check the status of the INS or SR, or report any other concern with the Live Agent.

To connect with the Live Agent, the end user needs to take the following steps:

  1. When the end user starts a conversation with the Digital Agent, the Digital Agent provides two options to the end user. First, my outlook is not working. Second, I need access to a folder.


    Figure: Digital Agent displaying the options to the end user

  2. The end user selects the first option to report an SR.

  3. The Digital Agent provides a solution in the form of knowledge articles.


    Figure: End user selects one option

  4. The end user, however, wants to talk to the Live Agent. The end user provides an input to talk to the Live Agent.


    Figure: End user requests Live Agent Transfer

  5. The Digital Agent confirms whether the end user wants to connect with the Live Agent. If the end user says ‘Yes’, the Digital Agent transfers the conversation to the Live Agent.


    Figure: Conversation transferred to Live Agent

End User Directly Converses with Live Agent

Digital Agent has the capability to directly connect the end user with the Live Agent without the need for the end user requesting for LAT. So, whenever the end user converses with the Digital Agent, the conversation will directly transfer to the Live Agent. There is a configuration switch that needs to be enabled for transferring the conversation by default to the Live Agent.

VIP Users

Digital Agent is engineered to identify the VIP users and deliver them a personalized experience through tailored Welcome message. Also, the Digital Agent offers the VIP users to transfer the conversation directly to a Live Agent for quick resolution of the issue.

Use Cases 

The following use cases demonstrate how the Digital Agent delivers enhanced experience to a VIP user.

  1. Welcome Message for VIP User

    If the Digital Agent identifies the user as a VIP user, then it prompts a special welcome message.

    Below is a sample screenshot of the welcome message that Digital Agent displays to a VIP user:

    Figure: Welcome message for VIP user

  2. Redirect the user directly to Live Agent

    The Digital Agent will prompt a message to the VIP user whether the user wants to directly connect to the Live Agent before prompting to select a department, log an Incident or Service Request. 

    Below is a sample screenshot:

    Figure:     LAT for VIP user

  3. Redirect to LAT after a ticket is created

    After the Incident or Service Request ticket creation, if the Digital Agent identifies the end user as a VIP user, then the Digital Agent displays a dynamic message asking the user to connect to a Live Agent to get the issue resolved faster. 

    If the VIP user selects the option Yes, then the Digital Agent prompts the LAT. 

    A sample screenshot is shown below:


    Figure: LAT for VIP user after ticket creation 

    If the VIP user denies transferring the conversation to the Live Agent, the Digital Agent will continue the conversation flow without transferring to the Live Agent. 

    Below is a sample screenshot:

    Figure: VIP user denies LAT


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