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Smart Escalation: Route Botmaker tickets to experts with AI

Swiftask analyzes your Botmaker conversations in real-time. When a topic becomes complex, the AI automatically escalates the ticket to the right human agent.

Result:

Drastically reduce resolution time and improve the quality of your customer interactions.

Manual escalation management overwhelms your teams

Your agents spend too much time sorting Botmaker tickets with no added value. Urgent requests get lost in the queue, and frustrated customers wait for answers that basic bots cannot provide.

Main negative impacts:

  • Longer response times: Manual transfer between support levels creates unnecessary bottlenecks.
  • Poor ticket routing: Complex requests often land in the hands of non-specialized staff.
  • Lower customer satisfaction: Lack of responsiveness on critical cases directly impacts your company's NPS.

Swiftask acts as a brain on top of Botmaker. It detects signs of complexity or dissatisfaction and orchestrates instant escalation to the right competent collaborator.

BEFORE / AFTER

What changes with Swiftask

Without Swiftask

A customer asks a complex question on Botmaker. The bot fails. The customer waits for a human who is not notified. The ticket stalls, the customer gets impatient.

With Swiftask + Botmaker

The Swiftask AI identifies the urgency. The ticket is instantly pushed into the expert's workflow tool with all contextual history. Fast response, happy customer.

Deploy automated escalation in 4 phases

STEP 1 : Connector configuration

Link your Botmaker account to Swiftask via our secure interface.

STEP 2 : Define criteria

Set trigger conditions (negative sentiment, keywords, wait time).

STEP 3 : Smart routing

Designate the teams or experts who will receive escalation notifications.

STEP 4 : Active supervision

Analyze performance and adjust AI behavior via the Swiftask dashboard.

Advanced features for your tickets

AI analyzes tone, urgency, and topic to prioritize escalations.

  • Target connector: The agent performs the right actions in botmaker based on event context.
  • Automated actions: Automatic context transfer, Slack/Teams notifications, CRM ticket creation, response drafting assistance for the agent.
  • Native governance: All escalations are audited to continuously improve routing precision.

Each action is contextualized and executed automatically at the right time.

Each Swiftask agent uses a dedicated identity (e.g. agent-botmaker@swiftask.ai ). You keep full visibility on every action and every sent message.

Key takeaway: The agent automates repetitive decisions and leaves high-value actions to your teams.

Major operational advantages

1. Churn reduction

Quick handling of dissatisfied customers prevents churn.

2. Productivity boost

Your experts only handle high-value cases.

3. Consistent quality

The transfer includes full history, preventing the customer from repeating themselves.

Privacy and compliance

Swiftask applies enterprise-grade security standards for your botmaker automations.

  • GDPR compliant: Secure handling of customer data during transfer.
  • Restricted access: Granular control over who can view escalated tickets.

To learn more about compliance, visit the Swiftask governance page for detailed security architecture information.

RESULTS

Measurable impact on your support

MetricBeforeAfter
Processing time48 hoursUnder 2 hours
Customer Satisfaction (CSAT)65%88%

Take action with botmaker

Drastically reduce resolution time and improve the quality of your customer interactions.