When to use it
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You identified in the dashboard that "Cliente Pediu Humano" (Customer Asked for 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 asking for 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 (Forward to Human Check) feature active in the project — see How to set up the retention attempt before transferring
About this article
"Cliente Pediu Humano" (Customer Asked for a Human) is one of the reasons ClaudIA transfers conversations to human agents. To validate whether this should be your focus, first check How to track and increase ClaudIA's retention.
Important: seeing customers who ask for a human is only possible if the Venda da IA (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 Asked for the Human) tab.
Initial analysis
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Is the customer interacting with ClaudIA before asking for a human, or do they ask right at the start?
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What are the main topics that lead customers to ask for 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 until 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 Controlled Flow: How to reduce Transfers via Controlled Flow to increase retention
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To reduce N2 content: How to reduce N2 Content to increase retention