Suggested Read: How to Handle Dialogflow Error

[mouakter11]

Now that we know what the chatbot to human handoff rate is how it is calculated, let’s jump into the discussion on how to reduce it. The following instructions will help you in lowering chatbot to human handoff percentage.


Reducing chatbot to human handoff percentages
Here, I am taking an example of Kommunicate chatbots. However, you can reasonably replicate the process and ideas with a sound reporting system and analytics with any chatbot platform. So let’s jump right into it.

Visit the analytics section on the Kommunicate dashboard and navigate engineer data to the Bot section. Under the bot section, you can see Bot Messages. Here you will see the end user’s messages and the type of intent triggered for that.

Now, click on the Categories drop-down and select Fallback, as shown in the following screenshot.

bot messages
Once you select the Fallback category, you can check the conversations where the chatbot has failed to answer and handed off the conversation to human agents.

Example: 1
I have picked the conversation 55473580 from the above-listed conversations. You can click on the IDs listed in the Conversations # section.