Building a Customer Service Bot? Here's How to Nail the Bot-To-Human Handoff

It's 2018 and the honeymoon period for bots is officially over. Despite that, there are bots that have shown a lot of promise and businesses are still looking to invest in this new technology, especially for customer service. As someone who has developed multiple chatbots with my company, Teller, I would like to offer my two cents on what makes a bot successful and specifically focus on the bot/human handoff. Before I get to specifics on building hybrid bots, I wanted to spend some time discussing why some bots have been successful and others seem to anger users. For customer service-focused bots, I believe the keys to success are: (1) narrowing the scope of your bot as much as possible and (2) making sure you nail the bot-to-human handoff. Let's dive into each piece.