Support chatbots should resolve common issues quickly and route everything else with context. Poor implementations create loops; good ones reduce wait times and agent load.
Knowledge foundation
Start from your highest-volume help articles and tickets. Turn answers into short chat snippets with links to deeper docs. Update weekly as new issues appear.
Escalation rules
Define triggers for human handoff: negative sentiment, billing disputes, or account security. Pass the full transcript and customer metadata to the agent.
Quality monitoring
Sample transcripts, track resolution rate, and CSAT on bot-handled conversations. Use gaps to train intents and improve copy.
Agent collaboration
Bots should create structured tickets when they cannot solve—categorized and prioritized—so agents spend time on complex work, not data entry.