Chatbot de IA com Transferência Humana via Tawk
Um chatbot de suporte ao cliente alimentado por IA que responde perguntas dos clientes usando uma base de conhecimento interna e transfere de forma inteligente ...
4 min read
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 Tawk 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 to 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 Tawk 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 Tawk 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 Tawk 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 Tawk integration.
If you’re looking to build on your own:
- Connect the TawkHuman Assist Tool and Tool Calling Agent.
- Since this is a customer support bot, you will want to connect Chat History to let the past messages inform future answers.
- You should also 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.
How to integrate Tawk into your Flow
To integrate with Tawk , you’ll need your Tawk embed URL. Here’s how to get it:
In your Tawk dashboard, click the settings cog in the top navigation menu:
Once in settings, expand Channels and pick Chat Widget:
Your widget code is on the right side of the settings. However, you only need the embed URL that starts with:
“https://embed.tawk.to/…”Copy the entire URL and Insert it into the Tawk Human Assist Tool component:
Using the Tawk integration
Once Tawk 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 simply asking to be transferred.
The contact button says “Contact support” by default, but you can always change this in the Button Text setting of the component:
When the button is clicked, the FlowHunt bot immediately transforms into your Tawk chat window. Go ahead and try it! The message should land in your Tawk inbox immediately:
