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) Transfer the call
Just drop the phone number of your human team. If Seth transfers the call and your human team doesn't pick up, the caller will go back to Seth and he gather info and email the support issue to you.
2) Transfer during business hours
Change the timezone for your business if necessary, and choose the opening hours. Seth allows call transfer during these hours in this timezone.
Also 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 until the issue is clear and your team can solve it in one go)
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.
When asked for a human, Seth should...
Under every escalation you've seen the option of Try to resolve first or Escalate immediately:
Here's what they mean:
Try to resolve first (recommended):
Seth doesn't escalate immediately when he knows he can solve the issue, or if he doesn't know the issue. He will say something like "I'll try to solve this right now instead of waiting for a human" and then he tries to solve it. When it becomes clear he can't solve it or the caller asks for a human again, he'll escalate immediately.
Escalation-first:
Seth transfers or creates a support ticket immediately (based on business hours).
We recommend Try to resolve 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 can fix it, many callers will give more details of their issue to Seth and he fixes it.