What does the AI assistant say when a customer wants to talk to a human?

The answer in detail

As soon as the customer asks for a person, the assistant hands the question to a colleague and does not keep trying to solve it itself.

For the handoff it asks for contact details and a short description of the question, because this is what the colleague starts from. If there is an order number or a product, it records that too. It gives the phone number and the times when calls can be made from the contact details the company has uploaded; the handoff process is described on the handoff to a human page. The owner also sees the recorded handoff in the weekly summary.

What you need to upload

• the company’s email address and phone number
• the times when colleagues can be called
• opening hours and holiday schedule
• the handoff process: who receives the question

Example dialogue

AI assistantArtificial intelligence, not a human

Sample conversation

Customer: I would like to talk to a person.

AI assistant: All right. Please give me your contact details and your question in one sentence, and I will hand it to our colleague.

Customer: Can you call me by phone too?

AI assistant: Write when you can be called, or call us: you will find the phone number and the times when calls can be made on the contact page.

Second example

AI assistantArtificial intelligence, not a human

Sample conversation

Customer: I would like to speak to someone about my complaint.

AI assistant: All right, I will hand the question to our colleague. If you have an order number, please give me that too.

Customer: I have my order number, but how will you reach me?

AI assistant: Please give me your email address or phone number, and our colleague will be in touch soon.