Intelligent Conversation Routing: Introducing Bot-to-Bot & Bot-to-Human Handoffs

Intelligent Conversation Routing: Introducing Bot-to-Bot & Bot-to-Human Handoffs

Chatbots that know when they’re outmatched

While there have been significant strides in the fields of Machine Learning and Artificial Intelligence over the last few years, there’s no doubting that there’s still a long way to go. To expect a single chatbot to be able to answer every question a user has is just not feasible at the moment but there are ways in which the user experience can be tailored to overcome a lot of the shortcomings in ML and AI that exist today.

At Boomtown, we recently took our chatbots to a whole new level by enabling them to intelligently handoff to other chatbots or the right human that is better equipped to serve the user. This is critical in a field such as brick-and-mortar tech support where each second a piece of technology is down equals lost revenue for a local merchant. We want to make sure that our users are in the best position to have their issue resolved ASAP whether that means they’re interacting with a chatbot or a human.

Handoff from one Boomtown Bot to another.

Handoff from one Boomtown Bot to another.

 

Intelligent Issue Routing

Not only can our chatbots now handoff to other chatbots and humans, but they can even assign issues to a specific team, so new issues immediately get the right attention. So what happens when an issue is assigned to a certain team? Every member of that team gets a prompt notification letting them know that there is a new issue ready to be claimed and the issue gets placed in the Unclaimed Issue queue of each team member until it is claimed. No more worrying about users getting frustrated when their issues slip through the cracks.

Bot-to-Human handoff with issue assignment to the Customer Success team.

Bot-to-Human handoff with issue assignment to the Customer Success team.

 

Customize Away!

All of the features and functionality we’ve mentioned are entirely customizable based on the needs of your organization and the customers you support. You can change when a chatbot hands off to another chatbot or human and how that appears to the end user. With Boomtown, you can create your very own army of chatbots tailored to your organization’s support needs.

Have you used our chatbots yet? If not, we’d love to give you a demo and show you just how much they can improve your support offering. If you have used our chatbots, we’d greatly appreciate any feedback you may have.