| With the advances of the LLM technology, the ideal customer support flow should be like this Here is how the work flow works: 1. The customer interacts with the AI chatbot to receive responses on the website. 2. The AI chatbot can instantly answer most(suppose 80%) of queries. However, some corner cases ( suppose 20%) may require human intervention. 3. In such cases, the customer can click the "live chat escalation" button to request human support.
The human agent receives an email notification with a unique handling URL. This 4. URL is whitelabeled, allowing the agent to handle the query without logging into Chat Data. 5. If the customer is still on the chat widget, the agent and the customer can communicate in real-time, similar to a chat room. 6. If the customer has left the chat widget interface, an email with a unique handling URL will be sent to remind the customer of the new message from the human agent. This email can be sent from a whitelabeled email address. 7. When the customer responds to the chat message, the human agent receives an email notification about the new messages.
All emails and handling URLs can be whitelabeled and do not require a login to manage the messages. Either human or AI chatbot alone is not the best solution for the best customer support experieince |