How to strike a balance between using chat bots and Humans for customer support services?

[Trush Jodie]

With the increased adoption of chat bots to offer customer support to clients, it has become necessary for a business to know when the chat bot has to be suspended for a real support staff to take over.

How do companies determine when a human staff should take over support services from chat bots?

 

[Fidelia]

When the customer expressly requests to be transferred to a human agent, the chat bot should immediately transfer to a human support staff. That's the balance b

 

[King Belieal]

The chat bot should be programmed in a way that if it senses the user is sending frustrating replies, it should redirect to a human support staff.

 

[eLdavis]

For most of the customer support i have come across, it is usually ai bots who usually handles the complaints, then when it is complex, they pass it to a human to handle.

 

[Min George]

I totally prefer humans over chat bots. A business should allow me to skip the chat bots and proceed to talk to a human.

 

[Augusta]

I believe it should be When a customer asks a question that requires deep understanding or context beyond the chatbot's knowledge base and If the chatbot is unable to accurately interpret the customer's question or request.