Overview

The Route to Agent skill enables an AI agent to seamlessly transfer conversations to a human agent at critical moments in the user journey.

Purpose: Facilitate smooth handoffs during complex or sensitive interactions to improve user satisfaction and resolution rates.

Key Scenarios

• Payment Issues: A user encounters an error or drops off after entering payment details.

• Service Escalation: After initial triage by the bot, a user requests to modify a reservation or handle a complex inquiry.

Steps to Add a Route to Agent Skill

Refer to this article for detailed steps on adding a skill to an AI Agent.

1. On the Skills window, click Add Skill in the top right corner of the window and select Route to Agent from the dropdown.

2. On the Route to Agent Skill window, fill in the following details:

   1. Name: Assign a name to the skill.

   2. Description: Provide a brief description outlining the specific actions or commands.

      

      Guidelines for Skill Names:

      • Be Clear and Direct: Use action-oriented, unambiguous verbs.

      • Keep It Concise: Aim for 2-4 words that clearly describe the function's purpose.

      • Avoid Generic Names: Ensure the name is distinct from other functions.

      • Use a Noun or Output Indicator: Reflect the returned value (such as fetch_exchange_rate, not convert_money).

      Guidelines for Skill Descriptions:

      • Start with a Clear Action Verb: Use verbs like "Retrieves," "Fetches," or "Generates."

      • Clearly State Function Purpose: Describe what the function does without assuming prior knowledge.

      • Mention Key Inputs: Include relevant inputs, but avoid specifying types (handled separately).

      • Specify Expected Output: Clarify what the function returns.

      • Keep it Concise: Aim for a description under 20 words.

3. In the Setup Function field, select the Queue to which the agent will be routed.

   

4. You can select the Skill and Proficiency Score, which are optional fields.