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Tagged: Support operations

Every guide tagged "Support operations", newest first.

Bar comparison of three chatbot deflection definitions showing how the same conversations produce very different rates
Support operations
5 views

Chatbot deflection rate is the share of conversations that end without a person, and it is the easiest support metric to fool yourself with. A customer who gave up counts the same as a customer who got an answer. This guide covers the three definitions vendors use, how to measure the honest version, why published benchmarks are other people's stores, and what to change when the number moves.

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Flow showing a chatbot conversation escalating to a human agent with the transcript and order details attached
Support operations
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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.

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Chat where the AI recognises a delivered-but-missing parcel and hands the case to a person with the order details
Support operations
36 views

An AI customer service bot earns its place on the contacts with an answer in your content or order data, and loses trust the moment it improvises on the rest. This guide draws the line: what a retrieval-based bot handles well, what it must hand to a person and how, the ten instructions that keep it honest, what our data shows, and the numbers to watch weekly.

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Decision flow between an AI chatbot and live chat: content and order questions to the bot, judgement calls to a person
Chatbot fundamentals
106 views

Chatbot vs live chat is a false choice for most stores: the questions with an answer in your content or order data belong to a retrieval-based chatbot, at any hour, and the ones needing judgement belong to a person. This guide compares the two on availability, cost unit, answer quality and exceptions, and sets out the handover rules and pricing that make running both practical.

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Privacy checklist for a store chatbot: signed DPA, two-fact order lookup, stated retention, export and deletion
Support operations
1,092 views

An AI chatbot on a store handles message text, order lookups, leads and sometimes uploaded documents, which makes it part of your GDPR obligations. This checklist covers what data flows where, the questions to put to a vendor (DPA, subprocessors, encryption, retention, model training), how to minimise what the bot collects, how deletion and export requests are handled, and what to tell shoppers.

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