2/28/2025 4:01 AM (PST)

Bots fail when empathy is non-negotiable. Use them for FAQs, tracking, or appointment booking—not delicate issues like returns or complaints. I will leave a link to an interesting article in the end, it shares a case study: An e-commerce brand saw CSAT rise 25% by reserving bots for logistics and keeping humans for emotional scenarios. Audit your chat logs: If a query requires nuance, keep it human. The aforementioned article about chatbot instead of live chat https://elasticemail.com/blog/live-chat-customer-service-vs-chatbots