Support operations
Chatbot human handover: when to escalate and how to do it well
Chatbot human handover is the difference between an assistant customers trust and one they resent. Four triggers are worth escalating on: the customer asks, the assistant lacks the answer, the topic is sensitive, or the conversation is going in circles. This guide covers what to pass to the agent, what to tell the customer, how to handle out-of-hours, and the numbers that show whether the rules are set right.
