When to use
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You identified in the dashboard that Cliente Pediu Humano (Customer Requested a Human) is impacting retention
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You need a practical playbook to reduce this reason
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You want to understand whether customers are requesting a human right at the start or after interacting
Prerequisites
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Access to ClaudIA's retention dashboard
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The Venda da IA (AI Pitch) feature — Forward to Human Check — active in the project — see How to set up the retention attempt before transferring
About this article
Cliente Pediu Humano (Customer Requested a Human) is one of the reasons ClaudIA transfers a conversation to human agents. To validate whether this reason should be your focus, first check How to track and increase ClaudIA's retention.
Important: viewing customers requesting a human is only possible if the Venda da IA (AI Pitch) — Forward to Human Check — feature is active.
How to use this guide: read everything first, then open the dashboard to put it into practice.
The goal is not only to audit tickets, but also to drive improvements that increase retention.
Where to start the analysis
Go to the dashboard, on the Cliente Pediu O Humano (Customer Requested the Human) tab.
Initial analysis
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Is the customer interacting with ClaudIA before requesting a human, or do they ask right at the start?
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What are the main topics that make customers request a human?
The first pieces of information on the tab refer to the number of interactions between the customer and ClaudIA before the request.
Time to act
Practical suggestions
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Adjust the persuasive message of the Forward to Human Check
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Identify frequent topics and improve the corresponding content
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Reduce the time to the first useful answer to lower impatience
Notes
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To understand the overall retention picture: How to track and increase ClaudIA's retention
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To set up the retention attempt: How to set up the retention attempt before transferring (Forward to Human Check)
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To reduce transfers via Fluxo Controlado (Controlled Flow): How to reduce Transfers via Fluxo Controlado to increase retention
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To reduce N2 content: How to reduce N2 Content to increase retention