Transfers are generated to retain a user once it is perceived that they need second-level assistance to answer their inquiry. A user can be transferred for different reasons:
By Bot Behavior:
- Evasive: When the virtual assistant does not find an answer to an intention, it responds with an evasive answer. Consecutive evasive answers can be reason for a transfer.
- Negative feedback: If the customer gives consecutive negative feedback, it could mean they need second-level support, and may be another reason to transfer the session.
- Same answers: If the bot gives consecutive, repeated answers to different interactions, it could be interpreted that the intention is not being understood correctly and the session ends up being transferred.
- Inquiries that the company has previously decided should be answered by a representative. For example: close a sale, support or a user requests to talk to an agent, etc.