Who resolves each step?: AI Agent, Human in the Loop, or Human agent
In this article you'll learn how to decide who resolves each Funnel state (the AI Agent, a supervised person, or a person alone) and how to assign that step to a team or to a specific agent.
In Botmaker 3.0, human involvement is defined step by step, within each Funnel state, in the "Who resolves this step?" section. There you choose whether that state is resolved by the AI Agent autonomously, by a person under the agent's supervision (Human in the Loop), or by a person from start to finish (Human agent). This lets you automate most of the process and reserve human involvement only for the steps that need it, such as approvals, complaints, or sensitive cases.
You can:
- Choose, in each state, who resolves it: AI Agent, Human in the Loop, or Human agent.
- Assign the steps with human involvement to a support team or to a specific person.
- Combine automatic steps and steps with human involvement within the same Funnel.
Key concepts
AI Agent: the agent resolves the step autonomously.
Human in the Loop: the agent resolves the step under human supervision. Ideal for approvals, complaints, or sensitive cases.
Human agent: a person resolves the step from start to finish, without the AI agent's involvement.
Who attends?: in the modes with human involvement, defines whether the case is taken by a support team or by a specific agent (person).
How to configure who resolves a step
Step 1: Open the state in the Funnel
Go to the AI Agent, open the Funnel tab, and click the state you want to configure to open its window.
Step 2: Go to "Who resolves this step?"
Within the state's window, find the Who resolves this step? section (section 3) and choose an option:
- AI Agent: resolves it autonomously.
- Human in the Loop: resolves it under human supervision.
- Human agent: a person resolves it from start to finish.
Step 3: Choose who attends
If you selected Human in the Loop or Human agent, the Who attends? selector is enabled. Choose a support team or a specific person to receive the case.
Step 4: Save with Done
Click Done to save the state's configuration. Repeat in the steps that need human involvement.
Note: use Human in the Loop when you want the agent to move forward and the person to only validate or approve, and Human agent when the step must be fully resolved by a person. Test the flow before putting it into production.
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