6 features your voice bot needs for smooth conversations - Ozonetel Blog

Voice bots are there to assist agents in meeting customers' needs. They are not there to replace agents. At any time during a call, the customer should have a seamless option to speak to a live agent. Not to say that this should happen at the drop of a hat, but should be based on pre-define user-oriented fallback rules. For instance, if the bot can't understand the customer's issue within a single question, the customer or caller should be redirected to a live agent on priority.