# Additional Information

## Resources and Links <a href="#h.t23f6ncuijwz" id="h.t23f6ncuijwz"></a>

* Academic literature
  * [Hybrid Service Recovery: Design for Seamless Inquiry Handovers between Conversational Agents and Human Service Agents](https://scholarspace.manoa.hawaii.edu/bitstream/10125/70756/0117.pdf)
  * [A Role-Selected Sharing Network for Joint Machine-Human Chatting Handoff and Service Satisfaction Analysis](https://arxiv.org/pdf/2109.08412.pdf)
* Web resources, blogs

  * [Why ‘containment rate’ is NOT the best way to measure your chatbot or voicebot](https://vux.world/why-containment-rate-is-not-the-best-way-to-measure-your-chatbot-or-voicebot/)