Call ending sets the call up for failure / Bad CX
recently released
Justin Maxwell
"I kind of hate the flow that thanks them for the info. Tells them to have a great day. Pauses. Then says I’m going to transfer you." - Anonymous
Please make it say:
## Handoff:
Thank you for providing that information. I'm now going to get you over to a human agent to verify a few details.
## No Handoff
Thank you for providing that information. I will get your message over to the team and someone will follow up soon.
This post was marked as
recently released
Justin Maxwell
in progress
Justin Maxwell
planned
Justin Maxwell
needs more info/verif/repro
Advisory Grouse was call ending improved for VA3? I did not see anything in the prompt improvements but travis thinks it might have been.
Kathleen Riley
Justin Maxwell
Merged in a post:
Call ends abruptly
O
Olive green Dragon
In addition to setting expectations, acknowledging the information callers provided could be an important piece to add for callers to feel heard, so they don't keep calling back. Agents say things like
•
"
Thank you for providing that information. I'm going to get this message to the team and request they contact you." • "Thank you for sharing these details. I’ve gathered everything the team needs, and I’ll be passing it along so they can follow up"
O
Olive green Dragon
Emergency line example: https://agent.smith.ai/agent/call/CA705c5424aeb823af37d02f7db10f2be9/ The agent expressed concern to agent support that the VA may not have gathered their information as it ended the call abruptly.
Canny AI
Justin Maxwell
planned