AI Journey escalation control by business hours
BBTA Baltic Insurance Company
about 2 months ago
2 comments
Business problem
When customers send media files or request a human agent via AI Journey outside of business hours, the system automatically escalates the conversation and informs the customer they are being connected to an agent. Since no staff is available, this creates false expectations and a poor customer experience.
Wished result
More granular control over AI Journey escalation settings, allowing users to define specific conditions such as business hours and customize the automated messaging sent to customers during an escalation.
💡
Reminder: Insights help guide our direction. Votes and discussions help us understand demand, but don't guarantee development. Every insight receives a response within 30 days.
Discussion (2)
Sign in to join the discussion