Chatbot de service client IA avec transfert à un humain
Un chatbot de service client alimenté par l'IA qui assiste automatiquement les utilisateurs, récupère des informations depuis des documents internes et le web, ...
4 min de lecture
You can connect the FlowHunt Chatbot to your favorite customer service tools for a smooth transition to human support. Thanks to the AI agent’s smart decision-making, it knows exactly when to escalate to human support.
The Contact Human Assist Tool
The Human Assist group of Tools allows for a seamless transfer to live support. You can integrate with the leading customer service solutions or input custom contact information. An AI Agent then decides when connecting to human support is the best choice.
AI Agents are computer programs that can perform tasks or make decisions independently. The Agents observe their environment, process information, and take action. Their decisions are based on their unique programming, knowledge, and goals.
The Tool tells the AI agent to look out for whenever a user might prefer human assistance. If the user accepts to be transferred, the chatbot outputs the contact buttons based on the information you fill out.
TIP: Are you using a customer service software? Explore our integrations to see if your solution is supported.
The Agent will offer human support whenever it can’t answer a question, detects a negative sentiment, or when a user specifically asks to be transferred. This means a significant reduction in AI hallucinations and annoyed customers.
Inputs
The component provides several inputs to configure how users can contact support:
| Input | Type | Description |
|---|---|---|
| Address | String | Physical address where the user can visit for support. |
| String | Email address to which support inquiries can be sent. | |
| Phone | String | Phone number to call for immediate assistance. |
| URL | String | Web page to visit for online support. |
| Tool Name | String | Internal name used by the agent to refer to this tool. |
| Tool Description | String | Description of the tool’s purpose for agent context. |
| Verbose | Boolean | Whether to print verbose output (advanced setting). |
- Most fields are optional, allowing you to specify only the contact methods you need.
- Advanced options like Tool Name, Tool Description, and Verbose are available to enhance integration and debugging.
Output
The component produces a single output:
- Tool: An actionable tool object that can be invoked by an AI agent to provide contact options to the user.
Use Cases & Benefits
- Human Escalation: When an AI reaches the limit of its capabilities, this tool gives users a direct line to human support.
- Multi-channel Support: Offers flexibility by supporting various contact methods (email, phone, address, URL).
- Agent Guidance: The tool’s description and naming fields ensure that AI agents can understand and correctly present the contact options to users.
- Easy Integration: As a modular component, it can be plugged into larger AI workflows with minimal configuration.
Settings
Here are the available contact information fields:
- Address: The physical address of your business.
- Email: The email address customers can use to contact you.
- Phone: The phone number customers can use to contact you.
- URL: Your homepage, support portal, or contact page URL.
How to connect the Contact Human Assist Tool
Let’s create a basic customer service bot. Thanks to the use of an AI Agent, the Flow is super simple and contains just a few components:
- Add Chat Input and AI Agent.
- Connect the input to the Agent.
- Drag in and connect the Contact Human Assist Tool to the AI Agent’s Tool handle.
- Don’t forget to fill out your information in the tool’s settings.
- Since this is a customer support bot, you will want to connect Chat History too, letting the past messages inform future answers.
- You should also connect one or more Knowledge Retrievers as tools. If the bot has no knowledge to work with, it will start offering human support for simple questions. If you supply it with information, the bot will only transfer users when necessary.
- You’re ready to send the Agent’s text output to the chat.
Using the Contact Human Assist Tool
The AI agent will offer human support whenever it can’t answer a question or detects that the user might prefer talking to a human. Of course, the Contact Support button can also be triggered by asking to be transferred.
Try opening the chat window and simply asking for human support or posing a query you know your bot can’t answer.
The FlowHunt bot will reply with the contact buttons while apologizing and asking you to direct your query to a human support agent:
