Human Agents (Coming soon)

The best customer experience mixes AI and people: AI agents handle the routine instantly, and your team handles what needs a human touch. Human Agents brings your team into Tegsoft Touch.

How it will work

• Group your colleagues into teams, for example Sales, Support or Front desk.
• Choose a team as the destination of a channel or an exception on a number's routing screen.
• Take over from an AI agent: when a customer asks for a person, or an escalation phrase from your Engagement Rules comes up, the AI agent says your handoff message and passes the conversation on, with a short summary, so the customer does not repeat themselves.
• Answer calls in the browser and chats and messages in the Console.
• Follow the team in Monitoring and Reports.

Prepare now

• Invite your colleagues to the Touch Identity from Settings → Users.
• Fill in the Escalation Trigger Phrases and the Handoff Message in Engagement Rules.
• Add the Transfer Call tool to your agents; it is saved and ready.

Need a full contact center for your team today? Tegsoft Contact Center offers voice queues, skills-based routing and agent screens; contact sales@tegsoft.com.