Automated Queue Management

Help seekers get ‘stuck’ in pre chatbot. ISS monitors queue and moves them to an agent.
Defined as an automated logic to prevent help seekers from getting ‘stuck’ within the chatbot. i.e not responding to the chatbot or responding with an incorrect response.

Doing this manually via ISS monitoring is not possible, because there is no customer-to-bot communication monitoring interface available. However, this can be done automatically on a number of conditions:

  1. Different intents based on the customer message,
  2. customer’s inactivity time, i.e., if the customer is not responding for x number for seconds/minutes

Technical Approach
The bot will have to be trained for a certain threshold time for the inactivity of the customer. Upon reaching that threshold, the bot will forward the chat to the agent

Bot Training
3 days