Improving chatbot to customer support handover

When customers escalated from chatbot to agent, context was lost. Every handover started from zero.

bol.com bol.com
E-commerce

We solved the handover problem with a focused AI feature: a plain-language summary of the chatbot conversation, delivered as the last message before escalation. No platform rebuild required. Refined weekly based on direct agent feedback.

  • Agents receive context before the customer says a word
  • Reduced handle time on escalations
  • Improved customer satisfaction on handovers
Python Generative AI

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