Agent escalation in voice and digital bot flows

Agent escalation automatically detects a customer’s desire to speak to an agent without creating an intent to capture this behavior. Configure agent escalation behavior from the voice or digital bot flow’s Settings > Event Handling menu. For more information, see Set default event handling behavior.

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When you enable agent escalation, the system uses a set of sentences that Genesys Cloud maintains to detect a participant’s wish to speak to an agent. After the system detects the agent escalation, the participant hears the Confirmation question. If the participant answers affirmatively, the system sets the exit reason to AgentRequestedByUser.

Note: You can also choose to bypass the confirmation request. To configure the voice or digital bot to bypass the confirmation request when a participant asks to speak to an agent and instead directly escalate the participant to a human agent, set the Confirmation field to NOT_SET or empty. For more information, see Set default event handling behavior.

The handover message plays before the system sets the exit reason. The voice or digital bot uses this message when the participant requests to speak to an agent and replies affirmatively to the confirmation prompt. After the handover prompt plays, the bot exits and returns to the calling flow that invoked this bot flow.

Select an existing audio prompt or text, or create a communication sequence that alerts the participant of an error and the action that follows.

“Yes” sets the Exit Reason to “AgentRequestedByUser” and can be captured in the calling inbound call, message, or chat flow.
“No” initiates the No Match action on the current block and the Confirmation Rejection Apology.

Agent escalation examples

The following language sections provide subset examples of the possible sentences that the Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flow natural language understanding (NLU) engines use to recognize agent escalation.

Escalation example considerations

The short escalation phrases examples are phrases that voice and digital bot flows recognize as a request for a human agent. When someone uses these words in the utterance, the NLU detects them as an escalation request.
Note: Intent detection occurs, even after the voice or digital bot finds actions in the utterance.
If the escalation phrases examples are a part of the utterance, then the voice or digital bot detects escalation. For example, the NLU detects the phrase “I want to be transferred to an agent” and the phrase “transferred to an agent” as escalation, even though the second phrase does not make sense.

Agent escalation in voice and digital bot flows

Agent escalation examples

Escalation example considerations

Arabic agent escalation examples

Basque escalation examples

Catalan agent escalation examples

Chinese Hong Kong agent escalation examples

Chinese Simplified agent escalation examples

Chinese Taiwan escalation examples

Danish agent escalation examples

Dutch agent escalation examples

English agent escalation examples

Finnish escalation examples

French agent escalation examples

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Japanese agent escalation examples

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Norwegian agent escalation examples

Polish escalation phrases

Portuguese agent escalation examples

Spanish agent escalation examples

Swedish agent escalation examples

Turkish agent escalation examples

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