How does an AI Chatbot handle conversations it cannot resolve?

When Televanta's AI Chatbot reaches the limit of its configured knowledge or the visitor requests a human, it escalates the chat to a live agent.

The human agent receives the full conversation history in their interface so they can pick up exactly where the AI left off without asking the customer to repeat themselves.

During out-of-hours periods, the chatbot collects the customer's contact information and query details and creates a follow-up task for the next available agent.

For example, a visitor to a legal services website asks a highly specific question about cross-border tax law that falls outside the chatbot's knowledge base.

Televanta says "That is a specific area I want to make sure you get the right answer on.

Let me connect you with one of our specialists." The specialist receives the full chat history before the handoff.

Use case: A software company's Televanta chatbot handles 85 percent of all chat conversations without human involvement.

For the 15 percent that escalate, the full chat transcript is visible to the support agent in their helpdesk tool before they send their first message.

Average resolution time for escalated chats falls by 35 percent.