Warm Transfers

At Taalk, we controls all dialers and campaigns, therefore, our AI Agents can offer a variety of sophisticated transfer capabilities tailored to enhance customer interactions. Here’s a breakdown of the transfer options available:

1. Standard Conference Transfer: AI agents and participants join the same meeting room, facilitating group discussions and collaborations seamlessly.

2. Warm Transfer with Nothing Pressed: This option transfers the call directly to a live agent, displaying the customer’s caller ID. If a warm transfer message is provided, the AI persona will relay this message privately to the live agent while the customer hears only a ringtone or music. The call connects seamlessly right after the message is delivered.

3. Warm Transfer with Agent Confirmation: Operating similarly to the “Warm Transfer with No Button Pressed” feature, this option adds an additional layer of confirmation. The AI persona will connect the call but waits for the live agent to press a key before proceeding. Once confirmation is received, the AI persona will privately communicate the warm transfer message to the agent, ensuring they are fully briefed before speaking with the customer.
   In scenarios where a caller must navigate through an IVR system, the AI agent adeptly handles and navigates the IVR trees before transferring the call. This ensures that the caller reaches the appropriate live agent without hassle.

4. Coach Transfer: As soon as the AI qualifies a caller, it alerts a live agent who then joins the call to take over. This feature is particularly beneficial in large call center operations, ensuring that live agents are well-prepared to engage effectively with each caller.

Additionally, for certain use cases, our AI agents can facilitate sales verification through a Zoom conference call, adding another layer of versatility to your campaign strategies.

Within the Taalk UI, you can select the preferred agent confirmation process, and customize warm and failed transfer messages, ensuring that our AI agents communicate efficiently with your customers in real time.

Tips: want to throw some Small Talk during the transfer? You can add a Small Talk script on the UI as well. "Hey, thanks. How's the weather like?"

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Transfers are only available for Elite AI Agents tier.

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