I and my team have developed a bot for technical support. We set ourselves the task of reaching a new level of chatbots. The thing is that nowadays bots often redirect customers to support staff when a question was not found in the bot's presets database or the customer requires some kind of interaction with the company (for example, wants to buy a product). We have solved this problem.

1. the bot is capable of answering complex questions that require analyzing the company's knowledge base (especially the technical part). 2. the possibility to leave a request for some action was introduced. For example, a customer can leave a request for connection to a tariff plan . An example of such a bot for the fictitious company BananaCom is given on the site, you can test it. After the request is made, the company receives the necessary information.

Of course, if the client really wants to talk to an employee (if he can understand that he is talking to a bot), he will be transferred to the employee. When to transfer to an employee is a question to be discussed with a certain company, so the client will try to answer all your questions on the site if possible.