If customer has abnormal mood, robot fails to make response and robot response quality is low, the staff can offer help instead in time, to guarantee the service quality and satisfaction degree.
| Capability Point | Capability Description | lazada | shopee | tiktok |
| [Switch mode] Auto switch of robot | When robot fails to make response, stop reception and switch to staff script | ✅ | ✅ | ✅ |
| [Switch mode] Agent has active control | Agent clicks control button, to take over robot session message and have manual reception | ✅ | ✅ | ✅ |
| [Switch rules] Mood identification switch | Stop robot reception automatically when customer mood is identified as anger and complaint | ✅ | ✅ | ✅ |
| [Switch rules] Response failure switch | When robot fails to make response, stop reception and do not reply to user message | ✅ | ✅ | ✅ |
| [LingChat message list mark] Robot response mark | When robot service status is entered, it will show robot logo, which will disappear after switching to staff service | ✅ | ✅ | ✅ |
| [LingChat message list mark] Mark of customer abnormal mood | In case customer mood is abnormal, switch to staff service and the message list will show the mark of abnormal customer mood | ✅ | ✅ | ✅ |
1.Rules of robot auto switching #
When robot fails to make response and user has abnormal mood (anger + complaint), it will automatically switch to staff service
2.LingChat message mark + agent active take-over button #
