When should an AI assistant hand a chat to a person?
An AI assistant can answer most questions a business gets on WhatsApp: prices, opening hours, order status, a free slot on Thursday. What makes customers trust it is knowing which conversations it should not handle on its own.
Always to a person
- Complaints and refunds. An upset customer wants to be heard by someone who can fix it.
- Discounts and negotiation. Prices off the list are your decision.
- Professional advice. Medical, legal and financial questions go to a qualified person, every time.
- Emergencies. Anything urgent or unsafe reaches your team at once.
- Unusually large orders and anything that commits the business, such as contracts.
- Anyone who asks for a person. Never make them argue for it.
What a good handover looks like
- The customer is told plainly that a person will reply, and roughly when.
- Your team gets the whole conversation and the reason, so nobody asks the customer to repeat themselves.
- The assistant steps back while the person is talking, and doesn't jump in.
Say it is an AI
Customers are comfortable talking to an AI assistant when they know that is what it is, and that a person is a message away. Heyozo introduces itself as an AI assistant, and you choose, in your settings, the topics that always go to your team.