How to Decrease Chatbot to Human Handoff Percentage

Reducing chatbot to human handoff percentages

Here, I am taking an example of Kommunicate chatbots. However, you can reasonably replicate the process and ideas with a sound reporting system and analytics with any chatbot platform. So let’s jump right into it.

Visit the analytics section on the Kommunicate dashboard and navigate to the Bot section. Under the bot section, you can see Bot Messages. Here you will see the end user’s messages and the type of intent triggered for that.

Now, click on the Categories drop-down and select Fallback, as shown in the following screenshot.

Once you select the Fallback category, you can check the conversations where the chatbot has failed to answer and handed off the conversation to human agents.

The chatbot cannot answer and hands off the conversation to humans in the above conversation because you did not add the Web installation word and related phrases to the chatbot responses.

Now, we can go to the chatbot building platform

(Kompose/Dialogflow/Amazon Lex/IBM Watson) of this chatbot and add this in the training phrase into the chatbot so the chatbot can answer if the same kind of queries comes in again. You can also try to predict related phrases that match the training phrase Web Installation and train the chatbot accordingly.

● Web integration

● Web install

● Website installation

Let’s pick up one more conversation from the listed conversations:

In this example, the chatbot is unable to answer the user message “Hello, do you support other languages?” because the user’s question is not trained, so the chatbot is unable to answer correctly and transferred to a human agent.

Thank You

At Kommunicate, we are envisioning a world-beating customer support solution to empower the new era of customer support. We would love to have you on board to have a first-hand experience of Kommunicate. You can signup here and start delighting your customers right away.

Connect with us: support@kommunicate.io