N2 transfer out of working hours
under review
João Victor Silva Beraldo
Currently, the AI terminates the ticket abruptly when activating the N2 transfer trigger. In my scenario, we don't attend the weekend. In these cases, the AI must not transfer or close the ticket abruptly in the customer's face, after sending the message that it is going to transfer.
The suggestion would be to block the N2 triggers during off-office hours and not send the transfer message, inserting a message at the beginning of the conversation or only when the customer requests a transfer, preventing escalation.
Note: This is the biggest offender in our CSAT. 14%
Ian Kraskoff
Very good suggestion, João Victor Silva Beraldo. I think it's super valid, because this really is one of the biggest offenders of experience in general. Great idea.
In fact, the team even built some ideas on top of its own, such as ClauDia saying that she will let the team know so that the person can continue talking, letting the client choose what she wants to do, such as opening a ticket by email, or taking another action.
Let's take it up for discussion at the end of October, when we start planning for the year-end sprint.
Eduardo Fukumoto
under review
Eduardo Fukumoto
Merged in a post:
Improve flow of N1 Resolved out of office hours. Flow is creating a bit of friction when repeating the closure multiple times
Eduardo Fukumoto
This causes customers to report negative CSAT in these cases and a less than ideal experience.