A well-designed chatbot can answer approved FAQs, collect context, qualify an enquiry, route a request, and help someone find the next step. It is useful when the question is common, the answer is clear, and the customer benefits from an immediate response. It should not pretend to know what it cannot verify.
People should take over when the situation is unusual, emotional, high-value, disputed, or dependent on information the system cannot safely access. Complex complaints, exceptions, sensitive personal details, and important purchases deserve a clear human path.
A chatbot project should define its scope, escalation triggers, approved answers, and response ownership. The team needs conversation context when a handoff happens, along with a way to review unanswered questions and improve the system over time.
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