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When a company has 5 IVA's and 6 customer tried to use the chatbot, the server simply does not start the chatsession for the 6th customer.
It might be worthwhile to investigate either
- queue mechanism with timer to indicate when a chatbot is available
- redirect to human operator
- start a chatsession but charge an overage rate
Who would benefit from this IDEA? | As a chatbot end user I would like an appropriate response when there are insuffient connections available to start the chatbot session |
Probably the best approach would be to provide a queue mechanism with a timer to indicate when a chatbot would be likely available. It would also be good to log these events properly.
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