\u201cThere should always be a fallback option to get to a human being. As great as your technology may be, it doesn\u2019t always work for everyone.\u201d <\/em>\u2014 Shep Hypken, author and customer service expert<\/p>\n\n\n\nAutomation and artificial intelligence (AI) have become important factors in customer service today. They\u2019re enabling faster, more efficient, more economical, and overall better customer service experiences for organizations and users alike. But automation is not perfect, and it\u2019s not ideal for every single customer service scenario. <\/p>\n\n\n\n
When a customer cannot get their needs met with an QuickSearch Bot or another form of customer service automation, agile transfer to a human agent is critical. Human fallback must occur in a way that feels natural, seamless, and friction-free to the customer. That means they should not have to re-explain their issue, divulge their descriptive information, or \u201cstart all over\u201d when they\u2019re transferred to a human agent. In fact, the experience of human fallback should not feel like a transfer at all, but like a seamless transition that furthers the conversation.<\/p>\n\n\n
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