Most support tickets are the same handful of questions, asked over and over. AI Convo's agentic AI chatbot handles those automatically across your website, WhatsApp and Facebook Messenger, while routing anything complex, sensitive, or clearly emotional straight to a person. This page covers what it's suited for, what it isn't, and how the quality-control loop actually works.
| Enquiry type | Good fit for the bot | Route to a human |
|---|---|---|
| Opening hours, location, general FAQs | ✓ | |
| Order or service status | ✓ | If the system integration isn't live |
| Pricing and product questions | ✓ | |
| Refund or complaint about a failure | ✓ | |
| A customer who is clearly upset | ✓ | |
| Legal or contractual questions | ✓ |
Answers FAQs, order or service information (where connected), and general enquiries from your approved training material.
Recognises when a question needs a person, whether that's complexity, a low-confidence answer, or the customer simply asking for one.
When escalated, your staff see the full conversation history, not a blank slate, so the customer doesn't have to repeat themselves.
An unreviewed chatbot is a risk, not a convenience. Every AI Convo deployment includes a way for your team to check its work.
Low-confidence answers are flagged and escalated rather than delivered as if certain.
Your team can review past conversations in the dashboard, spot-checking for accuracy and tone.
When staff flag a wrong or awkward answer, that correction informs how future conversations are handled.
Customers are told they're speaking with an AI assistant, not left guessing.
Asking for a person, at any point, triggers a handover, no forced loop of "have you tried X."
The bot is trained on your actual tone of voice, not a generic customer-service script.
Industry-specific examples: Clinics · Beauty Salons · Wholesale Trade · Ecommerce
Before turning this on, note your current ticket volume, average response time and resolution rate. Those are the numbers worth tracking after launch, not a generic industry percentage. See the Implementation & ROI guide for the full framework.
Book a free demo and we'll show exactly how the bot recognises when to bring in a person.
Tell us about your ticket volume and we'll be in touch.