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

[Laura Bennett]

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?

[Halina Cudakiewicz_Deviniti_]

Hello @Laura Bennett ! Have you tried decreasing the number of active intents and conversation flows? 

[Laura Bennett]

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.

[Linda Kamugasha]

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

[Chris Garstin]

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.