Looking for a solution to leverage an agent for a handoff. We would like to leverage an agent to gather data from a user’s experience if they hit the backstop and either offer open ended suggestions on next steps or alert teams that underlying data like KBs need to get updated or created.
4. Future Consideration
Add a trigger type for the backstop so that plugins can be run as a fallback option
+3Hey
Hi Ajay,
Definitely.
What I’m envisioning is an agent that tries to be more proactive than the current “but couldn't find any relevant options. Based on info you provided, I am unsure of how to help” message.
Ideas I have for the backstop agent would cover use cases like
- Send a message with statistics on how many other users have also inquired about this subject and the status of solutions in development
- For knowledge gaps, an agent that creates a ticket with a KB outline for a team to publish missing/ out of date information
- Initiating a conversation about bot performance improvement, soliciting a request for an agent idea to increase bot functionality.
+3This is a very interesting & novel idea. It sounds like a form of “continuous agent improvement” analytics + some insight into the “development backlog” for your agent.
Makes sense being able to kick off these types of flows – we’ll think about how to best support you with this, but it's not presently on the roadmap.
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