The Agent experience for Gladly AI fits seamlessly in an Agent’s overall workflow, with the entire interaction with the Customer visible within the Conversation Timeline.
If Gladly cannot respond accurately or if a handoff is initiated based on configured handoff reasons, the Customer will be connected to an Agent, and the Customer can continue their Conversation with a human Agent.
Take a look at the elements in the Conversation Timeline below, which depict an interaction in which Gladly engaged first and then handed the Conversation off to an Agent when it’s unable to provide an accurate reply.
[A] – The routing event indicates that Gladly (App) has engaged with a Customer.
[B] – Gladly responds to the Customer using the appropriate Guide. If it uses the 'Questions & Recommendations Guide', it will check the Knowledge Sources for any available Public Answers and website URLs, review the advice in 'How to speak to customers', and handoff scenarios configured in 'When to get more help’.
[C] – The Customer responds to Gladly, which Gladly determined it can’t respond accurately with the information it has.
[D] – Because Gladly determined it cannot provide an adequate response, it sends hand off messaging which indicates the Customer is being routed to an Agent. This optional handoff message is configurable within the ‘When to get more help’ tile.
[E] – Before Gladly routes the Customer to an Agent, it provides a summary of the Conversation so that the Agent has context into the previous exchange.
[F] – The routing line indicates that the Conversation has been handed off to an Agent, who converses with the Customer like any other Conversation.
Additional Examples of Gladly AI in Conversation Timeline
Gladly completes the conversation with no Agent involvement
In this example, Gladly addresses the Customer’s question, and because there’s no follow up from the Customer, is able to close the Conversation. There is no handoff to an Agent as Gladly is able to resolve the inquiry on its own.
Gladly hands off to an Agent immediately
When a Customer’s immediate message triggers a handoff reason from the 'When to get more help' section, Gladly will not engage with the Customer. Gladly will send a handoff message (if configured), and then immediately handoff the Conversation to an Agent to handle.
Review the Conversation Timeline before responding to the Customer
All responses that Gladly provides to the Customer are detailed in the Conversation Timeline. Be sure to look over Gladly’s previous engagement to avoid the need for Customers to repeat themselves. Consider the summary generated by Gladly for greater context about the automated interaction before an Agent engages with the Customer in order to reduce redundancies.
Agent replies fuel Suggested Answer content
Gladly reviews Agent responses for all handed off Conversations and creates Suggested Answers based off of response content. Regularly monitoring these suggestions and adding them into your Public Answers repository where appropriate will help Gladly respond to these types of inquiries in the future and reduce hand offs moving forward.