Samantha has her own way of talking. Everywhere she goes, humans and AI alike keep asking her to explain herself. Fortunately her phone provider uses FusionAI with Collaboration. When the automation can’t understand the customer, a human agent is engaged transparently behind-the-scenes. The human agent can use the engagement session to send the customer direct interactions, talk directly to the app, and forward messages between the two where appropriate. Watch as the human Collaboration Agent uses commands to salvage the misunderstood interaction and get the human talking to app again in the automated flow. All it takes is a few interactions by the human Collaboration Agent to get the conversation back on track within the automation routine.

The Collaboration strategy offers users the best of both worlds: automation to handle most of the heavy lifting, and human engagement to seamlessly direct the conversation back on track when it has gone off the rails. The Collaboration session offers ability to read transcript and even hear a sound clip of the customer’s dialog, plus commands to talk directly to the Customer (through the app experience), directly to the App, and to Forward messages directly from one to the other where applicable. The Collaboration Agent can assist the conversation in a few interactions lasting under one minute, then choose to Leave or Monitor the remainder of the automated conversation.