How Banks Can Nail the Handoff from Chatbots to Human Agents

As a customer reports an issue to a bank’s chatbot, it becomes clear that resolving the problem is beyond the bot’s capabilities. The customer is transferred to a human agent—only to find themselves rehashing everything they have already discussed with the chatbot. This is a common source of frustration in the digital banking experience. While […] The post How Banks Can Nail the Handoff from Chatb