Question
A company creates a bot by using Power Virtual Agents.
The company requires the bot to transfer callers to an agent if the bot is unable to recognize a customer’s request.
You need to configure the bot for the unrecognized information from the customer.
Which feature should you use?
- A. Fallback skill
- B. Fallback topic Correct
- C. Fallback workstream
- D. Fallback entity
- E. Fallback queue
Explanation
The Fallback topic is designed to handle situations where the bot cannot understand or process a customer's request. Configuring this feature ensures that callers are transferred to an agent when the bot fails to recognize the information provided by the customer.
