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Why Every Chatbot Needs a Human Touch: The Importance of Human Escalation, Emotions, Empathy, and Recall
Chatbots are becoming increasingly popular for businesses to interact with their customers, providing efficient and convenient assistance with tasks such as answering frequently asked questions, making recommendations, and even processing transactions.
However, as valuable as chatbots can be, there are certain situations in which a human must intervene in the conversation. This is known as “human escalation.” Here are some key reasons every chatbot should have a human escalation feature.
Complex or unconventional inputs:
Chatbots are designed to understand and respond to a certain range of inputs, but they can need help with more complex or unconventional requests. For example, a chatbot designed to assist with making travel arrangements may be able to handle simple queries like “What are the available flights to Paris?” but may not be able to understand a request like “I need to book a round-trip flight to Paris with a layover in Frankfurt, leaving on Tuesday and returning on Friday, with a budget of $700.” In situations like this, a human agent can provide more personalized assistance.
