The topics the agent never handles alone
Money, complaints and anything sensitive always go to a person. Here is the list, and why it is kept as data.
Some conversations need a person, however good the agent is. Serene Resolve keeps a list of them, and the agent hands those tickets over every time.
- refunds and credits
- legal threats
- complaints about staff
- security incidents
- account deletion
- anything involving minors
Handed over, not just refused
The agent doesn’t try and then give up. It hands the ticket to a person with a summary of what the customer wants and a draft reply, so your team can answer quickly.
If the agent tries to take an action on the list anyway, the action is not run, and the ticket is handed over.
The list is data, not code
The list is part of the account’s settings, not written into the program. Adding a topic changes what the agent does without anyone changing the software.