When Should a Chatbot Hand Over to a Human?
Automate the easy 70%, and make the hand-off to your team feel effortless for the rest.
Most chatbots give vague answers for one reason: the knowledge behind them is vague. The good news is that fixing it takes an afternoon, not a data science team.
Write questions the way customers ask them
Look at your last 50 support emails and copy the questions word for word. “Where is my order?” beats “Order status inquiries”. The bot finds answers by matching words, so use the words your customers use.
One answer per question, with the numbers
- Put the exact hours, prices, days and links in the answer.
- Keep each answer under 80 words.
- Say what the customer should do next: “Open My Account, then Orders.”
- Write a separate question for every policy instead of one long policy page.
Then use the “Test a question” box on the Knowledge page to check what the bot will find before your customers do.