What configuration should a company use to enable an AI-powered chatbot that escalates complex cases to human agents?

The configuration that enables an AI-powered chatbot to effectively handle customer inquiries and escalate complex cases to human agents is by using Agentforce with Omni-Channel Routing. This setup allows the AI chatbot to engage with customers, provide immediate assistance for simpler inquiries, and intelligently recognize when an issue exceeds its capabilities. When a complex case arises, the Omni-Channel Routing ensures that these cases are promptly directed to human agents who are better equipped to resolve them, thus maintaining a smooth customer experience.

In contrast, relying solely on human agents without AI assistance limits the ability to address high volumes of inquiries efficiently, as human agents may become overwhelmed. Allowing AI to handle all customer requests without escalation would risk customer dissatisfaction if the chatbot fails to adequately resolve more nuanced issues. Similarly, using only prewritten chatbot scripts would hinder the AI's adaptability and problem-solving abilities, preventing it from effectively engaging with customers on a personal level and recognizing when to escalate matters to a human agent.