Wondering how conversation escalation works in OmniServe and how it keeps the customer experience intact?
Here are the key answers.
What does escalation mean in OmniServe?
Escalation is the intentional transfer of responsibility from the AI Agent to a human agent within the same customer conversation, without starting a new conversation or disrupting the flow of the interaction.
When is escalation triggered?
Escalation occurs in two cases: when the AI Agent is no longer able to support a request with the information available to it, or when the customer explicitly asks to speak with a human agent.
What happens to the conversation once escalation is triggered?
The AI Agent steps back, and an auto reply is sent to the customer confirming they are being connected with a human agent. The conversation is then routed to the assigned agent's inbox, or placed in the Unassigned tab if no direct assignment is set.
Can the human agent see the conversation context when they take over?
Yes, the human agent takes over the engagement with full visibility into the conversation context, allowing them to continue seamlessly without repeating questions or missing any prior details.
How does escalation maintain continuity for the customer?
Escalation happens within the same conversation without interruption. The customer is immediately notified via an auto reply, and the agent receives the full conversation history, making the handover smooth and transparent.
Need to configure routing rules or auto replies for escalation? Check the configuration guide for detailed setup steps.