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Benefits and Configuration of Handoff and Knowledge Article Workflow

We're thrilled to introduce a new feature in the Solve Widget that enables admins to use Intents that are designed for Handoffs and Knowledge Articles suggestions. This comes with the following benefits:

Benefits of Handoff Workflow

  • Instead of manually recreating a handoff flow for every Intent, admins can now create it once and reuse it multiple times. This can be achieved by using the Handoff Workflow as a component that can be placed in any Intent.
  • Autoflows (still in beta) allows admins to develop policies using plain language instead of decision trees. Handoff Workflows are available in the process of creating Autoflows policies.
  • Accurate reflection of deflection - Chat Deflection is a useful measure that enables admins to evaluate the effectiveness of the Intent in reducing human involvement. Although handoffs within the Intent are effectively monitored, customers sometimes opt for out-of-intent handoffs which are recorded as reroutes. With the introduction of the new Handoff feature, such customers no longer need to create unnecessary Intents solely for the purpose of handoff. As a result, this improves the precision of the customer's deflection by classifying reroutes as non-deflection.

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Benefits of Knowledge Retrieval Workflow

  • Knowledge Retrieval Workflow introduces a new action - Dynamic Article Suggestion. Dynamic Article Suggestion can only be used in the Knowledge Retrieval Workflow. Dynamic Article Suggestion acts as a normal configurable Article Step; however, if articles are NOT suggested, the conversation will be routed directly to the Default Handoff Workflow which provides a streamlined handoff experience for end users.

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Before: Other Questions is the catch-all Workflow for user queries that don’t have an Intent match.

After: Knowledge Retrieval becomes the catch-all Workflow for user queries that don’t have an Intent match. Dynamic Article Suggestion will attempt to provide recommended articles. If Dynamic Article Suggestion fails to do so, it will trigger the Handoff workflow with the “default” tag. There can only be one default Handoff at any given time and admins can switch the default Handoff in the Edit intent menu.

 

Using Handoff/Knowledge Retrieval Workflow is Optional

Today, a significant number of Forethought's customers utilize Other Questions to serve user inquiries that do not align with any of the existing Intents. To facilitate a smooth transition to the new Handoff/Knowledge Retrieval framework, we have chosen to make this feature completely optional, minimizing any potential disruption for our clients. 

Please follow the guidelines below to configure the setup that is most suitable for your organization.

Scenario 1: If you do not wish to implement the new Knowledge Retrieval Workflow, you may leave Knowledge Retrieval turned OFF. Turning OFF this workflow will automatically activate Other Questions, and vice versa. In this scenario, the Handoff Workflow will only be triggered by administrators when they drag-and-drop the Handoff Workflow into Intents.

Scenario 2: If you plan to begin utilizing the new Knowledge Retrieval Workflow, simply switch on the Knowledge Retrieval feature. Turning ON this workflow will automatically disable Other Questions and vice versa. In this scenario, the Handoff Workflow will be triggered by administrators when they drag-and-drop the Handoff Workflow into Intents and when they leverage the Dynamic Article Suggestion feature in the Knowledge Retrieval Workflow.

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