Boost Agent Efficiency with Chatbot Handoffs

Article Summary：Live chat has become a critical customer service channel for many companies as it provides a convenient and personalized experience. However, maintaining responsive agent support during peak hours while keeping costs low can be challenging.

Live chat has become a critical customer service channel for many companies as it provides a convenient and personalized experience. However, maintaining responsive agent support during peak hours while keeping costs low can be challenging. Customer queries also often involve routine questions that don't require an agent's full expertise.

This is where incorporating a chatbot for initial query handling can help optimize the live chat workflow. Udesk's AI-powered chatbot is designed to understand customer intents and assist with basic inquiries independently. It is able to retrieve answers from a knowledge base, having natural conversations around common issues like order status, payments, account access and more.

For any interactions that require human judgment, the chatbot smoothly hands off the partially-completed conversation to a qualified agent. This allows agents to pick up where the AI left off, with relevant context and information already provided to the customer. Agents can then focus on using their skills to resolve complex problems, rather than spending time on basic clarification.

From an operations perspective, the chatbot takes the initial workload off agents. It is estimated the AI system can address up to 70% of queries on its own, based on analytics of issue types and resolution rates. This significantly reduces the volume of requests vying for live agent attention, especially during peak periods.

With fewer routine inquiries in their queues, agents have increased capacity. They can address remaining customer issues more quickly and potentially take on additional conversations in parallel. The boosted efficiency allows for an improved customer experience despite similar or reduced staffing levels. It also enhances job satisfaction for agents by reducing repetitive tasks.

In summary, leveraging a chatbot to handle basic queries and pass off more complex questions seamlessly optimizes the live chat workflow. It boosts agent productivity while maintaining high service quality. The result is faster issue resolution, reduced resolution times, and increased customer and agent satisfaction.

Take our AI Chatbot for a spin—for free—to see how it can work for your business.

The article is original by Udesk, and when reprinted, the source must be indicated：https://www.udeskglobal.com/blog/boost-agent-efficiency-with-chatbot-handoffs.html