{"id":167626,"date":"2026-06-10T17:12:06","date_gmt":"2026-06-10T17:12:06","guid":{"rendered":"https:\/\/digitionary.com\/dictionnaire\/climbing-chatbot-man\/"},"modified":"2026-06-10T18:49:50","modified_gmt":"2026-06-10T18:49:50","slug":"climbing-chatbot-man","status":"publish","type":"dictionnaire-dico","link":"https:\/\/digitionary.com\/en\/dictionnaire\/climbing-chatbot-man\/","title":{"rendered":"Climbing chatbot-man"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Within a customer contact center, escalation in the context of chatbot use refers to the process by which a human agent takes over when the chatbot is unable to provide a satisfactory answer. This handover allows the agent to resume the conversation with the existing history. Unlike traditional call center escalation, chatbot-to-human escalation aims to address potential chatbot shortcomings and prevent negative customer interactions. This transition can be triggered early on if critical keywords are detected (cancellation, dispute, dissatisfaction, etc.). Implementing chatbot-to-human escalation is a diverse and complex process that still requires ongoing consideration for continuous optimization. It is crucial to offer this escalation at the right time, thus avoiding premature productivity losses or a deterioration of the customer experience due to delays. This transition can be suggested to the customer via a button during the interaction or automated based on excessive conversation time or the detection of signs of frustration. In some cases, escalation can also be carried out later through an outbound call after dissatisfaction has been noted as part of a customer feedback system.<\/p>\n","protected":false},"template":"","categories-glossary":[321],"class_list":["post-167626","dictionnaire-dico","type-dictionnaire-dico","status-publish","hentry","categories-glossary-artificial-intelligence-ai-tools"],"_links":{"self":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/dictionnaire-dico\/167626","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/dictionnaire-dico"}],"about":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/types\/dictionnaire-dico"}],"wp:attachment":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/media?parent=167626"}],"wp:term":[{"taxonomy":"categories-glossary","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/categories-glossary?post=167626"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}