Can a person delegate tasks to a machine without losing control? Yes! And in our fast-paced world, we need machines that make our jobs easier. There are already different areas in which chat bots are used - and they're getting more and more. Of course chatbots are not human and therefore cannot answer all requests automatically. But in the right places the division of labour with a chatbot works excellently. Here you can find 10 reasonswhy a hybrid approach between humans and Chatbot is absolutely necessary.

  1. Increased customer satisfaction

Customers do not want to be left alone with their questions. They expect an answer from the customer service department as soon as possible. Everyone knows this phenomenon and, as we know, customer-centric companies dominate the world. In many companies the human employees take over all customer inquiries. Often, however, simple questions are asked, which a chatbot could answer independently and immediately. The customers would then be satisfied immediately. And the human employees have more time to deal with more complex inquiries and to respond to the customers personally. So it's a win-win situation.

  1. No success with Chatbot alone

However, if the chatbot can only answer a small part of the incoming questions, this quickly leads to frustration among the users. Therefore, it is recommended to consider the chatbot as a complement rather than a substitute. When introducing a chatbot, it makes sense to start with a pre-defined area and to cover this area as well as possible. For example, if you use a chatbot for the recruiting area, you should start with questions about the internship and then expand it with questions about entry possibilities, applications and job offers. Any questions that the chatbot cannot answer should be immediately forwarded to human resources.

  1. Continuous improvement of the chatbot

By collecting questions that could not be answered and the corresponding human answers, the chatbot can be further trained and expanded. This ensures that the chatbot only contains the questions and answers that are actually desired by its users. Irrelevant contents are not even learned by the chatbot. As best practice, it is recommended to cluster all requests and then gradually maintain the most frequently asked questions. This ensures that the chatbot is constantly improving.

  1. Intelligent distribution of requests

The chatbot can help to prioritize the messages. If the tasks are too complex or too important, people still step in. In an online shop, for example, the chatbot can answer questions from users whose shopping cart is empty or under a certain amount. The inquiries of customers with bulging shopping baskets are then handled by one person.

  1. Insights about customers

By collecting all chat histories, exciting insights about the target group can be gained. With a chatbot, unlike with websites and apps, all requests can be viewed in plain text. Therefore it is possible to read out wishes directly. About a sentiment analysis the emotional state of the users can be analysed and the reputation of the brand can be constantly monitored.

  1. Support of the human being

Artificial intelligence can not only answer customer enquiries and thus save time, but can also actively support employees in their work. If a human handoff has taken place, answers are suggested to the human agent and corresponding documents are made available. This relieves the strain on employees and ensures a higher quality of answers. In addition, time-consuming tasks can be transferred to the bot. Imagine we have a customer service channel and an important step to identify the problem is to read an error code. As soon as the readout is done via the chatbot, the conversation can be returned to the human immediately.

  1. Capturing out-of-control conversations

Even if the user does not directly ask for a human handoff, human agents can take over a conversation when it gets out of hand. This can be done not only by monitoring the processes, but also if the emotional state of the users has a negative value.

  1. Uniform environment for man and machine

For the interaction between chatbot and agent, it is imperative that both parties act in a uniform system. This ensures a smooth process.

  1. Analysis of the chatbot potential

Are you still unsure whether a chatbot is suitable for a certain usecase? Or how the chatbot should be designed exactly? With a Human Handover in combination with the Wizard of Oz Method the potential of the usecase can already be analyzed after a short test phase. The chat is run by a human, but for the user it looks like he is writing with a chatbot. Various chatbot flows can be built up with this variant and tested against each other.

  1. Structure of a chatbot

The collected histories from step 9 can then be converted into a chatbot. This can be done manually but is very costly. It would be better if the handover system made proposals for individual user intentions. The supreme discipline lies in marking the courses of human beings that belong together and then automatically transferring them to the chatbot. System integrations can be marked at the required places in the conversation and then integrated into the chatbot by an expert directly afterwards.

You can find more information about our Human Handover Tool here: