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Chatbots vs. Human Support: 8 Practices To Find the Right Balance

The meteoric rise of chatbots has been remarkable to behold, with their exponential growth inspiring all manner of wonder. Initially heralded as a novel means for customer service, these virtual agents have since evolved into indispensable tools for businesses seeking to expand or improve their offerings; moreover, some even utilize them as integral parts of their marketing strategies!

Despite the undeniable utility offered by chatbots and their effectiveness in addressing queries from customers, many organizations still harbor doubts related to whether or not they are an effective solution for support inquiries – which is why it’s important to assess whether or not your organization has found the right balance between using both live-chat software and human representatives.

1. Ask your customers why they need support

In a chatbot-only company, it is critical to listen to your customers’ needs and monitor customer reviews. This requires an understanding of their business model, who they serve and what difficulties they may encounter.

The get-to-know you chat tool can be utilized for this purpose, providing a one-on-one experience in which user input is solicited from you about the needs of your enterprise. Implement surveys in your chatbots to easily collect data and analyze your userbase.

An inquisitive approach has been championed by renowned investors such as Jim Rhinehart, who advises that entrepreneurs ask their patrons why they need support from their ventures.

2. Define success criteria for chatbots

Your chatbot’s day is not necessarily a bed of roses. So, it should be easy to identify from the outset what success constitutes for your bot.

Nevertheless, you must be certain about certain key metrics prior to implementing a chatbot service. These include:

Utilizing this framework can help you focus on your goals and keep them in view during project planning and execution stages when choosing who will support you, consequently providing maximum value for money. For example, in social media marketing, it’s more useful to interact, on websites, it would be for answering queries.

As technological advancements progress, AI writers have evolved to generate responses to customer queries that closely resemble human interaction. This integration presents an opportunity for companies to effectively manage high volumes of customer inquiries. Moreover, AI writers offer support agents quick access to relevant information, enabling them to provide accurate and timely responses. Nonetheless, it is essential to maintain a well-balanced approach where the human element remains present in customer interactions. 

3. Understand the complexities of messaging interfaces

There are distinct thresholds of complexity in messaging interfaces that can be baffling to those unfamiliar with them. For example, if an app has only one button, then it’ll likely be simpler for users; however, when one chatbot converses with multiple individuals simultaneously – such as a customer support chatbot going through sales by answering questions from clients’ email inboxes- the experience may prove more arduous for both parties involved!

Investigate how different app designs might impact your chatbot’s capabilities and outcomes. Ensure you select an interface that is easy for humans to grasp so that your customers won’t get lost in the process.

Graphic makers play a crucial role in simplifying and enhancing the understanding of messaging interfaces. By using visual elements such as icons, illustrations, and color schemes, graphic maker can visually communicate complex concepts and instructions in a user-friendly manner. These visuals not only provide clarity but also create a visually appealing environment that helps users navigate through the complexities of messaging interfaces with ease. 

4. Share intelligence across your support teams

Your chatbot can be utilized by multiple departments within your organization, from customer service reps to IT teams. This can facilitate collaboration between the various teams and expedite responses when they may not have access to all information potentially required (ex: passwords).

Ensure that chatbot conversations remain transparent; don’t allow any confidential information to be shared during these exchanges. Having a chatbot as an intermediary is only viable if you keep all related discussions in-house; otherwise it could lead to more problems than solutions for customers!

5. Use AI in moderation if you start over

To be frank, it’s now trendy to employ chatbots in almost every industry and aspect of commerce. If you do so, however, one thing to remember is that the technology won’t substitute human support altogether; it will simply provide an on-demand aid for maximum productivity.

If your business has an existing client base or prefers working with a phone call or email response over messaging platforms like Slack or Messenger, then AI could offer a quick but more effective method than manual interactions. However, if you’re starting from scratch – creating a new contact form, building out chatbot infrastructure and crafting software models – consider taking things slowly! This is why many newbies in the world of AI prefer using ChatGPT prompts to assist with content creation for example, as you can specify various parameters like tone, target audience, demographics etc. to create more tailored messaging.

6. Design for emotion and consistency

The personal, empathetic and human touch can be alluring, but sometimes it’s best to turn down these temptations and focus instead on an approach that is consistent. This will help create a sense of comfort in your chatbot interactions and foster trust between parties.

Many chatbots rely upon text-based communication, so you must train your chatbot to ensure that their responses are readily available at the tip of your tongue.

7. Address bot fatigue and burnout

At times, it can be difficult to maintain an active support channel for your users. You may feel fatigued by their interactions with the bots or simply wish they would call you directly instead! In such cases, it makes sense to introduce a human element in order for them to take a breather from their chatbot experiences.

Ensure that your chatbots retain functionality even if they lose connection with humans; this will help prevent any issues arising from users’ frustration and provide a sense of security during those periods when they are disconnected from the app.

8. Adoption is not a linear process

When it comes to introducing chatbots into your organization, it may lead you to believe that they will be adopted in the same way that other technologies and software might be.

However, this is not the case. Chatbots come with their own set of divergent requirements and considerations; they should absolutely not be treated as another app!


A wise woman once stated: “The more effort you put into something, the more rewards you’ll reap.” The same can be said about chatbots and their potential for positive change.

By investing in your customer feedback and experience with a robust chatbot, you’ll be able to provide a more personalized and engaging service. This will lead to greater satisfaction amongst both parties and foster long-term business alliances.


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