Hybrid Human Chatbot / Hidden Agent

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A Hybrid Human Chatbot (also Hidden Agent, Hybrid Chatbot) is an approach in which the human being and the chatbot to take over a communication together.

How it works 

With the hybrid approach, man and machine can either share entire conversations or even work on a conversation together. Users can either see or not see whether they are facing a chatbot or a real person. In most cases, the requests are initially processed by a chatbot and only if the chatbot does not know what to do can a real person be asked for help or automatically switched on by the system. In order to constantly improve the chatbot, the unanswered questions and the corresponding human answers are included in the knowledge base. Thus the chatbot learns implicitly from the answers of the employees, the hidden agents.

Advantages over using a pure chatbot

  • Increased customer satisfaction, as users are more likely to receive a satisfactory response, even if the bot does not provide a response.
  • Constant and implicit expansion of the knowledge base.
  • Conversations that get out of control can be "captured" again.
  • Users who do not wish to chat with a machine under any circumstances will also be satisfied.
  • The potential of a chatbot can easily be tested.
  • The development cycles as well as the total development effort for a chatbot can be drastically shortened.


The hybrid approach is most common in customer service. But many other use cases, such as human resources, sales, IT support and e-commerce, are also well suited for this purpose. Basically, this approach is recommended if a broad spectrum of questions is expected or if a certain activity within a process cannot or should not be handled by a bot.


In an online shop, a chatbot is used to answer frequently asked questions and to provide product advice. A person is called in if the chatbot cannot answer a FAQ. In addition, the product consultation should be done by one person, if the shopping cart contains more than 500€. The chatbot constantly learns new content through human responses.

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