José Manuel Bueno Carmona

Dear Colleagues,

I hope this message finds you well. I am writing to propose an enhancement to our current process regarding the delegation of specific tasks from human representatives to AI agents.

In our existing workflow, when a human representative delegates a task to an AI agent during a conversation, the ongoing dialogue between the client and the representative is automatically ended. However, there are several scenarios in which it is imperative for the client to continue communicating with the same human representative, despite an interim interaction with the AI. This continuity can improve the overall customer experience, particularly in sensitive or critical interactions.

Use Cases

1. Authentication: In cases where authentication is necessary, it is preferable to have the Interactive Voice Response (IVR) system perform the authentication task. This ensures that sensitive information—such as passwords—remains secure and is not exposed to human representatives.
2. Pre-Interaction Notifications: There may be situations where clients are required to listen to an important automated message before proceeding further. In such scenarios, after the client accepts the message, the conversation should immediately continue with the same human representative who can provide subsequent guidance and support.

The core of the proposal is to prevent the transfer of further conversatins to the AI agent once a task has been delegated, or at least to ensure that the agent’s capacity profiles are not exceeded while the client is still engaged with the system. Instead, the conversation should be seamlessly redirected back to the human representative, thus preserving continuity and ensuring a consistent customer experience.

Thank you very much for your attention to this proposal. I welcome any further discussion or feedback regarding this matter.