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.