I think I’d test these platforms with the questions they shouldn’t be able to answer, not just the ones they’re expected to handle. Give the bot outdated information, vague questions, frustrated customers, two issues in one message, or something completely outside the knowledge base and see what it does. That’s where you really find out whether the AI is helping the support team or just creating another queue for them to clean up.<div>
</div><div>For me, a good support chatbot doesn’t necessarily need to answer everything. It needs to know when it’s confident, when it isn’t, and when to get a human involved without making the customer repeat the whole conversation. That kind of failure handling could be just as important as the percentage of tickets it claims to automate.</div>