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Marco Nasuelli's Avatar

Marco Nasuelli

Incorporación 27 ene 2022

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Última actividad 02 feb 2023

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Última actividad de Marco Nasuelli

Marco Nasuelli creó una publicación,

Publicación Q&A - AI and automation

Hello everyone! 

As a zendesk partner, we have integrated a chatbot on the chat channel. Specifically in the web widget, which is the native chat.

When the bot fails to help the end user it exits the chat and transfers the same chat to a human colleague in some department.

Sometimes, however, the bot transfers the chat but remains in the same chat together with the operator. So when the user writes to the human colleague he gets a response from both the bot and the human colleague. 

How can I solve this problem?

Publicado 02 feb 2023 · Marco Nasuelli

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Marco Nasuelli hizo un comentario,

ComentarioBuilding reports

Hello everyone, 

we have a 3rd party chatbot that transfers chats to two different departments in case a human operator is needed. 

How can i calculate the chats transferred by human operators from one department to another?

I tried to use "Transferred chats" and I got all the chat transferred by the chatbot to a human operator, and then i tried "Transfers" but it always zero. 

We would like to understand how often the bot errs in transferring the chat to the correct department

Ver comentario · Publicado 28 feb 2022 · Marco Nasuelli

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