What can a bot handle?
It can welcome customers, answer approved frequently asked questions, collect a city or order reference, guide a booking and route an enquiry. Begin with a few high-volume questions rather than trying to automate every conversation.
Fixed flows or AI?
A fixed flow follows predefined steps. AI assistance can interpret more flexible questions but needs a maintained knowledge source, boundaries and escalation rules. AI is optional, not a requirement for a useful first bot.
Keep human handover easy
Transfer on request and for sensitive, uncertain or complex cases, negotiation and complaints. Carry the relevant conversation context to the employee so the customer does not have to start again.
Define after-hours behaviour
An automated initial response can run outside working hours. Be transparent about when a person will respond; automation does not mean human support is always available.
| Tool | Suitable task | Boundary |
|---|---|---|
| Quick reply | Repeated staff answer | Employee still sends the reply |
| Fixed flow | Known booking or qualification steps | Limited predefined paths |
| AI assistant | Flexible questions on approved knowledge | Uncertainty and sensitive cases escalate |
| Human | Complaints and complex judgement | Clear owner and follow-up |
Frequently asked questions
Does a bot replace the team?
No. It helps with routine tasks while people handle exceptions and decisions.
Is AI required?
No. A small fixed flow is often enough to start.
Can it respond 24/7?
Automated initial responses can; human availability must be stated separately.
Can customers ask for a person?
Design an obvious handover option and keep their context.
Official references
Product eligibility, limits and policies can change. Check the current official guidance before making an operational decision.
Discuss the right setup for your team.
Review your number, users and workflow before activation. Availability depends on the selected plan and enabled integrations.
Explore MUDRIQ plans →
