How to Decrease Chatbot to Human Handoff Percentage

[mouakter11]

Everyone who has ever dealt with chatbots knows that they are not fail-proof. A hybrid model works the best, where chatbots handle basic questions and escalate more severe issues to human agents. Ideally, in this era of self-serve customer service, you would want a lesser number of customer requests to pass on to humans.

In fact, in some industries (especially B2C), we have seen the chatbot to human handoff percentages as low as 10%. Industries with a high volume of customers and low complexity of products generally have good chatbot efficiency. And a subdued chatbot to human handoff percentage is a clear indication of increases chatbot efficiency.

Decreasing the bot to human handoff percentage will help engineer data support agents get free from repeating queries coming in. This helps to reduce the first response time, resolution time and speed up the support responses. Which, in turn, helps in improving customer experience.

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Chatbot to human handoff is an easy metric to calculate. It is:

(Number of conversations transferred to humans) / (the number of total conversations)

In a customer support automation tool such as Kommunicate, you can see the chatbot to human handoff rate in the analytics section.