Human in the Loop: Chatbot Back in the Conversation

This article describes the workflow of conversations involving a chatbot-First-Human-chatbot-Back interaction in Pingstreams.

Modern support chats are generally AI-driven: end-users always start by talking with AI. But a human is always welcome when AI cannot reach your goals. This is the HITL (Human In The Loop) basic flow. A human enters the conversation whenever needed. Once in the conversation, the human operator tries to fulfill the end-user task. Once they finish, there are two options: they close the conversation (that moves to “resolved”) or put the chatbot back in the conversation.

Why Put a Chatbot Back in the Conversation?

For a lot of reasons. Some examples:

• Rate the conversation: The simplest one is to let the user review the human interaction by assigning them a score.
• Human helped, now get my chatbot back: Another reason can be that the end-user was happy with chatbot interaction, they just had a problem, the problem was solved because of the human, now they want their chatbot back.

The workflow involves the chatbot working hand in hand, step by step, with the human.

Setting Up Chatbot Reassignment

To put a chatbot back in the conversation, you must configure the chatbot accordingly. The agent needs to open the three dots menu and select “Reassign”.

Now they can choose to reassign the conversation to a human or a chatbot.

Step 1: Enable “Available to Agents”

First, you must allow the chatbot to be available to human agents, so they can choose to reassign the conversation to it.

Go to the chatbot settings and switch on the “Available to Agents” switch in your Pingstreams dashboard:

Step 2: Configure Available Blocks

Now select the available blocks to invoke for the chatbot to go back in the conversation. Select the block detail from the menu and switch the “Available to agents” option. A small human icon appears on the block indicating that the block is available to be put back in the conversation.

Step 3: Reassign to Chatbot

Once you’ve configured the chatbot (e.g., “Rating Bot”) and its specific block (e.g., “rate” block) as “Available to Agents”, agents can finally reassign the conversation to the chatbot from the menu.

Example Use Case: Rating System

Now the end user is able to rate the conversation using the designated rating block:

This seamless transition allows for:

• Collecting feedback on human agent interactions
• Maintaining conversation continuity
• Providing a structured end to support sessions

Benefits of HITL Implementation

With the new “Available to Agents” feature in Pingstreams, you can:

• Better configure the “chatbot back in the conversation” feature
• Customize the whole HITL (Human in the loop) experience
• Ensure smooth transitions between AI and human support
• Maintain conversation context throughout the interaction

This feature enhances the overall customer support experience by combining the efficiency of AI with the personal touch of human agents when needed.

If you have questions about the Reply Action or other Pingstreams features, feel free to contact our support team or provide feedback through our platform.