How does Seth AI know when to escalate?
Seth will sense when an escalation is needed. When an issue is clearly out of scope for the actions and knowledge added to Seth, then Seth will propose to escalate. Or when a caller asks to speak with a human, representative, live agent, etc.
However, this does depend on the Resolution mode you have chosen.
How do I set up escalation for Seth?
Go to your Seth (Seth AI support in the navigation), and then click on the Transfers or creates a ticket section:
Seth can go 3 ways:
When escalating,
1) Always transfer (24/7)
Easy. Just drop the phone number of your human team:
2) Business hour transfer
Change the timezone for your business if necessary, and choose the opening hours. Seth allows call transfer during these hours in this timezone.
Then you choose the phone number Seth should choose transfer the call to during business hours, and add the email address Seth sends tickets to.
Also say when you usually respond to tickets. Seth will tell the caller that the human team will respond within x timeframe.
More info on support tickets below
3) Support ticket only
Seth will always create a support ticket when escalating.
Fill in the email address Seth will send the tickets to, and in what timeframe you usually respond to tickets. Seth will tell the caller that the human team will respond within x timeframe.
Here's what a support ticket email looks like:
Seth gathers the following information for a support ticket:
Name of the customer
Issue (Seth digs deep until the issue is very clear)
Order number if applicable
Phone number (it already has that from the phone call)
Seth does not ask for their email address on the phone call yet. This is because transcribing an email address reliably on scale hasn't been cracked yet.
What we now do is pull the email address from Shopify based on the phone number they're calling from, and including that in the ticket.
What Resolution mode do I need?
Under every escalation you've seen the option of Resolution-first or Escalation first:
Here's what they mean:
Resolution-first (recommended): Seth only creates a ticket when he can't resolve the issue or a caller asks for a human twice.
Escalation-first: Seth creates a support ticket when he can't resolve the issue or a caller asks for a human the first time.
We recommend Resolution-first because we've seen that callers who want to speak to a human sometimes know what Seth is capable of. When Seth then says that he has the same system access as the human team, many callers will explain their issue to Seth and he fixes it.