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Provide appropriate chatbot behaviour when there're insufficient licenses

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

  • Guest
  • Nov 20 2020
  • Submitted
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
  • Admin
    Robson Felix commented
    5 Jan 07:04pm

    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.