Imagine this: you’re building a chatbot for your website eager to automate your customer service and provide 24/7 support.

Ready to ditch the “sorry, I can’t help you with that” responses and offer real-time support even when your team is off the clock? 🤯 Learn how to build a chatbot that seamlessly transitions to human agents!

But what happens when a user needs a bit more than your bot can offer? This is where the seamless transition between chatbots and human agents comes in and Landbot has got you covered!

Table of Contents

The Magic of Human Takeover

Imagine you’re building a customer support chatbot.

It’s handling basic inquiries like order tracking or FAQs.

But then a user needs to discuss a complex issue that requires a human touch.

Enter the “Human Takeover” block in Landbot!

This powerful block allows your chatbot to seamlessly transfer conversations to your human agent team.

Think of it as a graceful handoff ensuring your users never feel lost or frustrated.

The best part? You can personalize this transfer process.

Here’s how it works:

Triggering the Handoff: You can set up specific scenarios where the human takeover kicks in. Maybe it’s when a user asks a question marked as “complex” or when they reach a specific step in the conversation.
Agent Notification: Landbot instantly alerts your agent about the new incoming conversation providing essential context and details from the chatbot interaction.
Seamless Transition: The user experience remains smooth. They might see a brief message like “Please hold transferring to a human agent.” Then they’re connected with a human agent ready to help.

This handover creates a fantastic user experience as your chatbot handles the routine queries while your agents focus on the more complex and personalized conversations.

Going Back and Forth: The Dynamic Duo

But what about the opposite scenario? What if a human agent needs to send the user back to the chatbot for specific tasks or information? This is where Landbot’s flexibility shines!

Let’s imagine this scenario:

A customer is chatting with an agent about a product issue. The agent needs the user to complete a short survey for feedback.
The agent uses a specific block in Landbot to redirect the user back to a specific section of the chatbot designed for this purpose.
The user smoothly transitions to the chatbot completes the survey and can even return to the agent if needed!

This dynamic flow of conversation where users can seamlessly switch between chatbots and agents is a powerful feature.

It combines the efficiency of automation with the personalized touch of human interaction.

Timing is Everything: The Business Hours Block

Imagine offering support 24/7 but knowing that your team only works during specific business hours.

The “Business Hours” block comes to the rescue!

Think of it as a virtual gatekeeper for your chatbot.

You can configure it to:

Direct Users During Business Hours: When a user contacts your chatbot during business hours they’ll be directed to the normal flow potentially including a human takeover option.
Offer Alternative Solutions Outside Business Hours: If a user contacts you outside business hours the chatbot can automatically redirect them to:
- A pre-recorded message with relevant information
- A knowledge base with frequently asked questions
- An option to schedule an appointment for a later time

This block ensures your users always receive a helpful response even when your human agents aren’t available.

Balancing the Scales: Human Takeover Strategy

When it comes to using the Human Takeover block striking a balance is crucial.

You want to ensure you’re providing sufficient human support without overwhelming your team.

Here are some key factors to consider:

Complexity of Queries: Analyze the types of questions your users ask. Identify those that typically require human intervention.
Team Capacity: Assess your team’s size and availability. Don’t overload them with too many transfers.
User Experience: Optimize the transition process. Clear communication such as a message explaining the transfer helps keep users engaged.

Optimizing Your Support System

Here are some additional tips to optimize your chatbot-human agent support system:

Data Analysis: Track user behavior within your chatbot. Analyze the flow common issues and patterns. This data will guide you in refining your human takeover strategy and identifying areas where human intervention might be needed.
Agent Training: Ensure your agents are well-versed in using the human takeover feature and transitioning conversations smoothly.
Feedback Collection: Gather feedback from both users and agents. What works well? What could be improved? This feedback is valuable for ongoing optimization.

The Power of Human-Bot Collaboration

The transition between chatbots and human agents is a must for customer support.

It’s about leveraging the best of both worlds: the speed and efficiency of automation and the empathy and problem-solving skills of human agents.

This dynamic duo empowers you to:

Scale Customer Support: Handle a larger volume of inquiries with a smaller team.
Provide 24/7 Availability: Respond to users around the clock even when your agents are offline.
Enhance User Satisfaction: Offer a smooth and personalized experience catering to individual needs.

Case Studies: Real-World Success Stories

Let’s look at how real companies are utilizing this approach:

E-commerce Store: A clothing retailer uses a chatbot to guide customers through product selection and handle basic questions. When a user has a specific request like a custom order or a return policy the chatbot seamlessly transfers the conversation to a human agent.
Software Company: A software company deploys a chatbot for initial troubleshooting. When a user encounters a complex issue that requires a deeper understanding of their technical setup the chatbot gracefully hands the conversation off to a dedicated support agent.
Financial Institution: A financial institution uses a chatbot to answer frequently asked questions about their products and services. When a customer needs personalized advice or assistance with a complex financial transaction the chatbot connects them with a human financial advisor.

Unlocking a Powerful Tool: Landbot’s Flexibility

With Landbot’s intuitive interface and powerful features you can craft seamless transitions between chatbots and human agents.

By combining the “Human Takeover” block the “Business Hours” block and a strategic approach you can create a customer support system that adapts to any situation leaving your users happy and satisfied.

So go ahead explore the world of Landbot experiment with these features and unlock the full potential of a truly personalized and efficient customer service experience!

Change between Chat & Human agent support