Chatbot IA Smartsupp avec transfert vers un humain
Ce workflow crée un chatbot alimenté par l'IA intégré à Smartsupp, exploitant une base de connaissances interne pour répondre aux demandes du support client. Si...
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. A simple click of a button then transforms the chatbot into your preferred live chat solution.
The Smartsupp Human Assist Tool
The Human Assist Tools allow you to integrate your Flows with the leading customer service solutions. Once integrated, an AI Agent decides when connecting with human support is the better option.
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 Smarstupp Human Assist 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 immediately transforms into your Smarstupp chat window.
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.
How to connect the Smartsupp Tool
Thanks to the use of agents, the integration Flow is super simple and contains just a few components:
TIP:
You can take a shortcut and simply use our Chatbot template with Smartsupp integration.
If you’re looking to build on your own:
- Connect the Smartsupp Human Assist Tool and Tool Calling Agent.
- Since this is a customer support bot, you will definitely want to connect Chat History, letting the past messages inform future answers.
- You should also want to connect one or more Knowledge Retrievers. If the bot has no knowledge to work with, it will start offering human support for simple questions. By supplying the necessary information, the bot will only transfer users when necessary.
Smartsupp integration
To integrate with Smarstupp , you’ll need your Smarstupp Key. Here’s how to get it:
- Navigate to Settings -> Chat box -> Insert code
- Copy the key number from the _smarstupp.key row:
- Insert the key into the Smarstupp Human Assist Tool component:
Using the Smarstupp integration
Once Smarstupp is integrated into your Chatbot, 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.
The button says “Contact support” by default, but you can always change this in the Button Text field of the component:
When the button is clicked, the FlowHunt bot immediately transforms into your Smarstupp chat window:
You can test it out and send a message. It should land in your Smartsupp inbox immediately.
