Why your automated customer support chatbot is users instead of helping

Using a conversational assistant without proper backup plans usually leaves customers stuck in unhelpful cycles. We saw support satisfaction scores go down when our chatbot kept misunderstanding product words and would not send questions to a real person. Putting a button to reach support staff after two questions the chatbot could not understand fixed the problem right away. Automated assistants should help teams not take away the safety of real support. How do your automated systems deal with situations when they do not understand what the user is saying?