Voice Assistant

An escalation occurs when the voice assistant either runs out of solutions or when a customer asks to speak with a human agent. What happens during the escalation depends on the nodes and logic you have defined in your voice flow.

A typical escalation will create a ticket in your CRM system and transfer the user back to your CCaaS platform.

Control when escalations happens

You can decide how and when escalations are triggered. Certain phrases or words can be configured by Mavenoid staff to immediately start an escalation.

You can also add instructions directly into the flow that tell the assistant when to offer escalation, ensuring that customers are transferred at the right moment based on the context of the conversation.