A chatbot is a new member of the team
When you’re considering automating some or all of your interactions with customers, we recommend to consider how a newly introduced automated agent or chatbot works in with your existing - human - team as well as with your customers.
Start with “Novice” mode - your automated agent has a more experienced team member as a buddy and listens in on, or reads, a lot of conversations on the side while the buddy deals with the customer conversation. When your trainee agent is sure they’ve understood a question, and know the answer, then they let their buddy know and take onboard any corrective guidance and direction.
Move on to “Trainee” mode - the automated agent talks directly to your customers, handing off to their buddy with plenty of information on how to take over when they get stuck or when the customer asks for human help.
Finally you can go into “Co-worker” mode - the automated agent handles all customer questions by itself, being well trained enough to handle most situations and to know when to escalate to a manager if their customer asks for it.
The behaviour of the chatbot needs to be carefully monitored and measured at each stage to ensure it is understanding the intent of the customer, and is receiving the right direction and training.
Just like a real team member.