A customer asks for a human. The agent could finish the task in one more step. What should happen?
Why D is the answer
Escalate, with a handoff summary of the case so far
An explicit request for a person is an escalation trigger. A handoff summary saves the customer from repeating everything.
In detail
- An explicit request for a person is a trigger to escalate, even if the agent could finish.
- A handoff summary saves the customer from repeating everything.
- Include what has been tried, as well as what is still open.
Use case
An illustrative scenario, not a real incident.
A customer asks for a person during a refund. The agent stops, and it gives the human the case, the customer's words and what has been done, so the customer does not repeat themselves.
See it in different ways
flowchart LR
A["Agent"] --> B{"Limit reached or person requested?"}
B -->|Yes| C["Handoff summary"]
C --> D["Human agent"]
B -->|No| AsequenceDiagram participant U as Customer participant A as Agent participant H as Human U->>A: I want a person A->>H: Summary, facts and steps taken H-->>U: Picks up the case
sequenceDiagram participant P0 as Customer participant P1 as Agent participant P2 as Human P0->>P1: I want a person P1->>P2: Case summary and steps taken P2-->>P0: Continues the case
Key point: Honor the request, and pass on the context.
Why the other options are wrong
- A. Finish the task first, because that resolves the problem fastest
- This overrides what the customer clearly asked for.
- B. Explain why the agent is better placed to help with this request
- Arguing with the request makes the experience worse and still ignores it.
- C. Ask the customer to repeat the request later in the conversation
- Delaying ignores the request and adds work for the customer.