This feature allows ClaudIA to try to convince the user to be served by her instead of being directly transferred to a human when requested.
This is especially useful in cases where, before ClaudIA, there was a TREE BOT or any automation alternative that provided a poor experience to users, and they have already developed the habit of requesting human assistance.
In many cases, we are able to convert this user to stay with ClaudIA. If the user insists, we respect the request and transfer the ticket to the N2 team.
Example of a user insisting to talk to a human
To increase the retention rate, we can configure the message to be more persuasive, something like "The team is experiencing high demand and it may take a few minutes to respond..."
Example of a user who accepted to be served by the AI
Interaction with Eddie flows
It is worth noting that, although this feature was created with the goal of increasing retention, it does not "lock" the user. All of ClaudIA's guardrails are designed with a focus on quality — even when optimizing for retention. In other words: if the user insists, they will be directed to a human, as part of our product's design choice.
A direct impact of this decision is that, even within a structured flow in Eddie, if the customer asks to speak to a human, they will be taken out of that flow and redirected to human assistance.