R
Rebeca Borges
When the AI needs to forward a complex case on the chat channel, the customer generally leaves the conversation before being answered by a human — the chat has a short window of activity and is not persistent.
The request is for clickable buttons on the chat widget that allow the customer to choose to continue the service via WhatsApp or Email. Upon clicking, the customer would already be directed with the summary/context of the conversation with the AI:
  • On WhatsApp: it would arrive directly for continuity with human
  • In the Email: it would open a pre-filled message with the main information of the negotiation
The objective is to reduce abandonment in the chat channel and eliminate the feeling of restarting service when being referred to another channel.
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