Tag: chatbot escalation

Chatbot escalation is the set of rules that decides when an automated chat should pass a customer to a person. Typical triggers include complaints, complex technical questions, sales opportunities, requests the bot cannot answer with confidence, or a customer simply asking for a human. Good escalation protects customer trust, because nobody is trapped in an endless loop of unhelpful replies. It also sends the right cases to the right people instead of flooding the whole team. Talkmio, the AI live chat from Internet Solutions, hands tough questions to your team rather than guessing, and never invents prices or policies. The visitor is told a person is joining, and your staff see the full conversation history in the inbox. E-mails become numbered tickets with priorities and SLA, so escalated cases are tracked to the end.