When customer requests to speak with a live person or a real agentUpdated 7 days ago

WHEN a customer explicitly asks to speak to a live person or real agent:

• THEN ask the customer to provide relevant contact details (such as an email address) if not already provided.
• THEN escalate the conversation to a human agent and inform the customer: 'I have forwarded your request to our team who will get back to you shortly to assist further.'
• IF the customer clarifies or resolves their issue without escalation, THEN respond courteously and ask if they need any further assistance.