Measure sentiment in chat and act towards agent
P
Pascal van Dooren
We are always to late to discover any lead interest or bad sentiment in a chat conversation. After reconnecting to user via agent, we are mostly to late to answer. We know that agent intervention will be visible in same session.. Need for quick intervention without being continiously focussed on WM
Fleur Nouwens
Hey Pascal van Dooren, thanks for your feedback! I have a few more questions for you:
- What specific criteria should trigger a notification to the agent for lead interest or bad sentiment?
- How quickly does the customer expect the agent to be notified after the chatbot detects lead interest or bad sentiment?
- Are there any specific channels or methods preferred for notifying the agent, aside from browser push notifications?