[When the team is busy]
You need customers to get an answer while your team is busy
A customer asks the same opening question while your team is on another call. The answer should not depend on a guess.
The chat box is not the service
The useful question is what the bot may read what it may do and when a person takes over.
We start with one audience and one group of approved answers.
Start with one question
The first chatbot task should have a clear answer and a clear handoff.
- The approved source and its owner
- The answer the customer should receive
- The private data the bot must not expose
- The person or queue for handoff
- The test questions and stop rule
Make the handoff obvious
We test the bot against real questions and edge cases. It should show its source when useful and say when a person must take over.
The first step is a focused chatbot review. You can test one question before you add a larger knowledge base.