It’s common for users to immediately request to connect with a human agent by typing phrases like "connect to human agent" or "get live support." While it’s perfectly valid for users to seek human help when the chatbot can't solve their issue, many don't give the chatbot a chance to respond first. We've seen approximately 20% improvement in Deflections by using this strategy.
To nudge users to interact with the chatbot first, implementing Autoflows in the Contact Support Intent is a highly effective strategy. We found that by offering a gentle reminder, there was a 15% absolute increase in deflections within the Contact Support Intent. This simple nudge not only helps users get their answers faster but also reduces the strain on human agents.
Below is an example Autoflows that you can reuse, but feel free to modify it to align with your business goals.
Example of Autoflows policy:
When a user requests to connect directly to support, kindly prompt them to ask a question first. Explain that the chatbot often resolves issues quickly and efficiently, offering faster answers than waiting for support. Let users know that if their question can’t be resolved, they can select "No, I need more help," and we’ll transfer them to support. If they request connection again, transition to the standard handoff process.
Important: Avoid referencing "live support" during the interaction.