Customer service question

Question

How do you balance automation and human touch in digital service? It is no secret that no one wants to talk to robots and wait for the instructions on which number to press. And it is impossible to allocate a real person to each call every time.

Answer 1

Layering is a good idea here, I will explain what I mean. Use bots for FAQs (track which questions they fumble), then escalate to humans seamlessly. This article https://www.flyingvgroup.com/digital-customer-service/ shares how companies like Zappos use AI to route complex issues to agents with matching expertise. I added a ‘Talk to a Human’ button after 2 bot loops and customer satisfaction jumped 35% as a result! Bots handle scale; humans handle souls.