Live Chat - Human Handoevr and Takeover
The biggest worry as a business you might have is, "What is my chatbot fails to answer a customer questions?". Well we know this can happen a lot. A hybrid solution which can seamlessly shift conversations between users and customer support agent is what you need.
It is important to keep — and not easy to find — the right balance between Bot & Human. Bot redefines your brand personality but sometimes users ask complex and customized queries which the bot might not be able to answer.
During such crucial momemts, bot can pass on conversation ownership to support agent by alerts (phone/sms/email). While a human agent can takeover conversation in the same chat window, the bot will remain silent.
“In the world of Internet Customer Service, it's important to remember your competitor is only one mouse click away” -Douglas Alexander Warner, former chairman of J.P. Morgan
This is an absolute best way to make sure your customers are not been treated poorly if anything the Bot cannot answer or does not know what to reply. A prefect blend of bot and human can make far better impression to your customers. So you don't need to spend tons of money on Live Chat adoption only.
Marvin AI Live Chat Workflow
How does this work ?
1️. Users can Pause the bot using special buttons.
2️. Once the bot is paused, user can talk freely and all messages are sent to the classic Facebook Inbox where a community manager can reply and have a conversation without the bot interfering
3️. When the conversation is finished, the community manager can “mark the conversation as ✔️Done” directly within Facebook Inbox that will reactivate the bot.