Chatbot human handover with Microsoft Teams

April 1st, 2021

CHATBOTS

Customers frequently ask questions that chatbots haven't been trained to handle. Without a fallback, this leads to frustration and repetitive unhelpful responses. Arinti built a feature that enables seamless handover of chatbot conversations to human agents through Microsoft Teams.

Putting agents in the driver's seat when needed

The integration maintains one-to-one communication scalability while allowing agents to humanise interactions and personalise customer experiences. The handover occurs in real time, ensuring smooth transitions without losing customers during difficult conversations.

AI efficiency meets human empathy

This capability helps businesses maintain customer satisfaction by preventing scenarios where bots provide inadequate answers. The feature is designed to support both AI technology and human expertise working collaboratively — the bot handles volume and routine queries, while humans step in for nuance and complexity.

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