Human in the loop: chatbot back in the conversation

This article describes the workflow of conversations involving a chatbotFirst-Human-chatbotBack interaction.

Modern support chats are generally AI-driven: end-users always starts by talking with AI. But a human is always welcome when AI cannot reach your goals. This is the HITL (Human In The Loop) basic flow. A human enters the conversation whenever is needed. Once in the conversation the human operator tries to fulfill the end-user task. Once he finishes there are two options: he closes the conversation (that moves to "resolved") or put the chatbot back in the conversation. Why put a chatbot back in the conversation? For a lot of reasons. Some examples:

  1. Rate the conversation: the simplest one is to let the user review the human interaction assigning him a score.
  2. Human helped, now gt my chatbot back: another reason can be that the end-user was happy with chatbot interaction, he just had a problem, the problem was solved because of the human, now he wants his chatbot back.
  3. The workflow involves the chatbot working hand in hand, step by step, with the human

To put a chatbot back in the conversation you must configure the chatbot accordingly. The agent needs to open the three dots menu and select "Reassign". 

Now he can choose to reassign the conversation to a human or a chatbot.

First of all you must allow the chabot to be available to human agents, so they can choose to reassign the conversation to him

Go in the chatbot settings and siwtch on the “Available to Agents” switch:

Now select the available blocks to invoke for the chatbot to go back in the conversation. Select the block detail from the menu and switch the Available to agents option. A small human icon appears on the block indicating that the block is available to be put back in the conversation.

Once you configured the chatbot “Rating Bot” chatbot and his “rate” block as “Available to Agents” they can finally Reassign the conversation to the chatbot from the menu.

Now the end user is able to rate the conversation using the “rate” block

With the new “Available to Agents” feature you will be better configure the “chatbot back in the conversation” feature and better customize the whole HITL (Human in the loop) experience in Tiledesk. We hope you'll enjoy this new feature as we did!

If you have questions about the Reply Action or other Tiledesk features feel free to send an email to support@tiledesk.com  or leave us a feedback