LAT in Multi-tenancy

Owned by Enterprise IT
Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

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:

  1. The end user starts a conversation with Digital Agent.
  2. 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

  3. Then end user provides input to transfer the conversation to a Live Agent of the chosen department.


    Figure: LAT in Multi-tenant Digital Agent

  4. 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.