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What should a support bot do when it cannot answer confidently?

C

Cass Ortega

Support workflow designers

6d

I am trying to get a realistic read on what should a support bot do when it cannot answer confidently.

Compare deflection, clarification, ticket creation, and human handoff patterns.

What has actually worked (or failed) for your team? Specific examples, pricing traps, or vendor claims that did not hold up are especially useful.

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Y

Yara Mendes

Senior engineer

5d

Document what 'done' means for the workflow. We shipped an agent that 'worked' but still required a human to close the loop every time — zero net time saved.

Z

Zoe Navarro

Senior engineer

4d

If you are non-technical, demand a sandbox with sample data and a 30-minute setup path. Anything that needs a solutions engineer for the first win will stall on a small team.

L

Leo Park

Customer success lead

2d

Source quality beat model size for us. Clean knowledge + tool scopes fixed more hallucinations than switching models.

I

Imani Brooks

Strategy & architecture

1d

Start with one bounded workflow that has a clear success metric. We tried to automate three use cases at once and none of them got good enough to ship.

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