Help Center

What are the types of transfers?

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.

By Answer:

- 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.

This website stores cookies on your computer. These cookies are used to collect information about how you interact with our website and allow us to remember you. We use this information in order to improve and customize your browsing experience and for analytics and metrics about our visitors both on this website and other media. To find out more about the cookies we use, see our Privacy Policy.

If you decline, your information won’t be tracked when you visit this website. A single cookie will be used in your browser to remember your preference not to be tracked.