Moveworks Smart Handoff directs the user to the correct set of destinations when no resolution is provided by the bot.

The Smart Handoff feature:

• Intelligently routes employees to the right team or destination for further help.
• Has configurable backstop after Moveworks attempts to answer the question.
• Powered by domain recognition and user metadata.

As part of Enterprise Answers, Smart Handoff hands the user off to the right set of destinations when no resolution is provided, as shown in the image below. These destinations include the following:

• Filing into Ticketing System
• Live Agent Handoff - URL-based, API, or channel (Teams, Slack Channel)
• URL - to self-service portal, e.g. https://linktoportal.com/
• Chat Channel ID (if Slack) - CXXXXXXXXX (Slack Channel ID)
• Slack handle - @John Smith
• Email Address - [email protected]
• Another Bot - URL-based
• …and more

These handoff destinations or items can be configured by context - domain classification, language detected, language set, and user’s status, e.g. VIP (to name a few examples).

How is Smart Handoff Configured?

Background

The Moveworks bot will be integrating within your company’s chat platform and interacting with users to provide answers in different categories. We need to come up with the text for the “Smart Handoff” to another category if no answer is available.

In this guide, Moveworks will provide a standardized handoff template as a placeholder for the initial Smart Handoff experience. The contents of the example messages include verbiage across all defined categories, items, and their specifics. At the end, we will assemble and test the Smart Handoff.

Definitions

We can group the Smart Handoff configurations into two distinct setups:

1. single-domain: Only one domain (category) is enabled in your environment such as Moveworks for IT or Moveworks for HR.
2. multi-domain: More than two domains are enabled in your environment such as Enterprise Service (up to eight domains, as mentioned below).

Your Customer Success team will work with you to pick which setup is appropriate, depending on the SKU that was purchased.

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The Smart Handoff card has two major components:

1. An item represents a single handoff destination, e.g. email address, URL, file ticket, live agent chat, handoff to channel (to name a few). Helpful to think of an item as the lowest leaf level, e.g. a leaf node.
2. A category represents a visual grouping of items (once triggering items are determined, they will be displayed under their category).
   1. A common paradigm is to have categories represent individual domains, e.g. IT, HR, Legal, etc. A single category can also represent one language (e.g. URL for german-speakers would be an item living under the German category).

Select Out-of-the-box (OOB) Domains

While this is a provided template for the newly added category, the “Smart Handoff” can be customized to cater to your specific needs. Users will also have the ability to navigate within different categories. A common paradigm is to set categories to domains, starting with the list below which are out-of-the-box:

Optimize Domain Classifier

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This will be necessary for multi-domain configurations. For single-domain , you can skip this section.

For each domain you want to enable, Moveworks would need access to data for the model to learn and understand the nuances of each domain. This data can come from: tickets, chat / teams/ channel utterances, emails, and/or knowledge articles.

With these pieces of information, Moveworks will refine its understanding for your company’s domains; however, we encourage you to work with your Customer Success team to identify topic categories per domain so we can optimize the domain classification model. We can fine-tune accordingly to optimize for key phrases.

Smart Handoff Text - Overview

There are five main experiences to consider when designing the Smart Handoff, distinguished by:

• Bot is confident vs not confident about which exact domain/category to show
• single-domain vs multi-domain
• Single item vs multiple items
  • Single item handoffs will render a button; whereas multiple item handoffs will render links

Here is the handoff experience when the Bot is not confident about the domain and user selects a domain (IT) with no items:

Here is the handoff experience when the Bot is not confident about the domain and user selects a domain (HR) with multiple items w/ links:

Here is the handoff experience when the Bot is not confident about the domain and user selects a domain (HR) with one item w/ a link:

Here is the handoff experience when the Bot is confident about the domain (IT only):

Here is the handoff experience when the Bot is confident about the domain, which is IT:

Smart Handoff Text - Exercise

Now, you can fill out the tables below to generate the card per category.

Create Categories with Sample Text

The common paradigm for categories is to use domains, or the department that can address the employee’s issue and request. Also, a category can also represent a unique entity within your organization that is frequently used.

Create Items w/ Sample Text

For each category, identify the set of items (destinations) to aid the employee. There are seven ways to create one: