{"type":"video","version":"1.0","html":"<iframe src=\"https://www.loom.com/embed/1b8b6249f61947279530234972a993cf\" frameborder=\"0\" width=\"1226\" height=\"919\" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>","height":919,"width":1226,"provider_name":"Loom","provider_url":"https://www.loom.com","thumbnail_height":919,"thumbnail_width":1226,"thumbnail_url":"https://cdn.loom.com/sessions/thumbnails/1b8b6249f61947279530234972a993cf-ca5b6efdc4aa5bc6.gif","duration":73.461,"title":"Understanding Qualified vs. Escalated Contacts 🤖","description":"In this video, I explain the difference between qualified contacts and escalated contacts. Qualified contacts are those that meet specific criteria defined by the AI, such as answering all questions correctly. On the other hand, escalated contacts occur when a lead requests to speak with a human agent, expresses anger, or attempts to manipulate the AI. I also mention manual escalation, which involves a user of the platform intervening. Please ensure you understand these distinctions as they are crucial for our customer interaction processes."}