27/08/2026
A chatbot should not pretend to know everything.
Routine questions can be answered quickly from approved information. Complex, sensitive or account-specific situations need judgement and sometimes empathy.
Design the handover before launch. Decide which topics should always reach a person, what happens when the answer is uncertain and how the customer can request human help. Pass the conversation context so the team can continue rather than restart.
Trust grows when the assistant understands its limits.