How to balance the Virtual Agent and Human support in help channels?

Question

Currently, we're assessing the virtual agent's functionality in a test Slack channel with the AI feature enabled, and it's performing well.
However, the virtual agent is a bit too overwhelming, as it responds to every single comment in Slack, it's not much of a team player!

We aim to maintain a balanced interaction, preferably having the virtual agent handle around 60% of the queries while allowing real support agents to intervene and address the remaining 40%.

Is there a way to prioritize real support agents' responses over the virtual agent in the channel?

Chris Garstin_vrjoe3 · Answer

Same issuer here and this is a blocker to launching. It assume that we would have to create intents for most expected questions so that the agent isn't simply creating noise.

We have many small questions that are asked repeatedly. We want the agent to respond to those but completely ignore anything else.

Linda Kamugasha · Answer

Facing the same issue is there anything that can be done to help with this?

Laura Bennett · Answer

We only have 5 basic intents configured, but it will respond even if confidence is low. I can't see that there's a way to customize the standard flow besides rewording the responses. It would be nice if I could configured it to leave low confidence queries alone for a human to respond to.