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Human takeover

Human takeover or “agent takeover” is a fallback feature for chatbots in which a contact center agent takes over the conversation.

Human takeover – or “agent takeover” – is a fallback feature for AI chatbots and keyword chatbots.

Where a chatbot is unable to assist with a customer query, a human contact center agent is able to see the conversation history, taking over the conversation in real time.

This is particularly useful for more complex, non-standard queries that can’t be addressed through a simple keyword chatbot or AI chatbot.

Pairing chatbots with human contact center agents enables companies to offload common tasks and frequently asked questions (FAQs) to chatbots, freeing up agents to deal with more challenging tasks.

Check out our post on customer service chatbots to learn more about the benefits of pairing chatbots and human takeover.