One of the key advantages of the Crowdy.AI chatbot is its flexibility in managing customer requests. Although artificial intelligence is capable of handling most routine requests, in some situations it is important to ensure that a live employee intervenes. That’s why Crowdy.AI provides the ability to transfer the dialogue to a real support agent at any moment without losing context and with a smooth transition.
When a customer starts an interaction with a chatbot, the system analyses their request and automatically determines whether the bot can provide a relevant and accurate response. If the situation requires employee involvement, the Crowdy.AI chatbot offers the user the option to contact a live operator or automatically transfers the dialogue to an employee based on pre-defined settings. The support employee also has the option to intervene in the dialogue and continue it themselves.
Connecting Crowdy.ai Personal Dashboard allows help desk operators to intercept dialogues in real time and continue communication with the customer without delay. All information about the current conversation, including message history, data collected and customer intent, is instantly displayed in the dashboard. This provides a seamless transition between the chatbot and live agent, eliminating the need for the customer to re-explain their problem.
The Crowdy.AI chatbot doesn’t just hand off the dialogue to the live agent, it helps the agent engage in the process in the most efficient way possible. When an employee takes over the conversation, they can already see the entire history of the customer’s interaction with the bot, including clarified data, key questions, and intended intentions. This eliminates duplication of information and allows you to go straight to problem solving, significantly increasing the speed of service.
Thanks to integration with CRM and analytical tools, the system records every contact and generates personalised recommendations for further interaction. For example, if a client was previously interested in a certain service, the operator can offer relevant options based on previous requests. This not only simplifies the work of employees, but also increases customer satisfaction, creating a sense of personalised approach.
Additionally, the Crowdy.AI chatbot can be configured so that operators connect to dialogues depending on their subject matter or complexity. For example, standard questions about products, delivery times or services remain in the chatbot’s control, while more complex cases – automated requests, personalised offers or non-standard queries – are handed over to specialists. This distribution mechanism helps to optimise the workload of the support team, reducing costs and increasing efficiency.
Using a hybrid approach combining artificial intelligence and live communication makes the Crowdy.AI chatbot an indispensable tool for businesses looking to improve customer service, increase the speed of enquiry processing and increase conversion rates without increasing staff costs.
Thanks to this feature, companies can:
✔ Maintain a high level of customer service – the automation works on standard requests, but if a customer needs an individual approach, the chatbot instantly transfers the dialogue to an operator.
✔ Optimise workload – support staff only connect to the chatbot when it is really necessary, saving time and resources.
✔ Reduce waiting time – a bot can gather initial information, clarify details and pass an already processed request to the operator, which speeds up issue resolution.
✔ Increase lead conversion – the chatbot responds instantly to website and social media visitors, initiating a dialogue and increasing the likelihood of a sale or request.
The Crowdy.AI chatbot not only automates customer interaction, but also adapts to different business processes, working in hybrid mode. This approach ensures maximum communication efficiency, balancing intelligent automation and personalised service. As a result, the company gets an optimal combination of speed, accuracy and personalised approach to each client.