What an AI chat-bot can and cannot do for support
1 min read
A support bot is not a replacement for your team. It is a filter that decides what reaches them.
What it closes well
- Order and delivery status
- Password and account access
- Pricing, hours, policy questions
- Anything answered by an existing document
What it should escalate
- Billing disputes
- Anything with an angry tone
- Requests that need an exception to policy
Measure deflection, not conversations
The number that matters is how many tickets never reached a person while the customer still left satisfied.
