How to decide when self-service bots should call human assistants for help

In the enterprise support field, there's a trend to have self-service bots replace human assistants. In fact, by 2020, Gartner estimates that customers will manage 85 percent of their brand relationships without talking to a human, and brands are answering this call for more self-service. However, there will occasionally be a point at which self-service tools alone will not satisfy. Sometimes circumstances call for a live, human interaction. Virtual assistant chatbots are usually the first point of contact.