Summary
This article explains what kinds of customer queries are suitable for AI responses and which should be handled by human agents.
Best Suited Question Types
AI works best for:
- Business hours and location
- Pricing and service details
- Order status explanations
- Return and refund policies
- Product features and usage
These are fact-based and repetitive.
Questions AI Should Avoid Handling Alone
AI should not handle:
- Payment disputes
- Complaints and angry customers
- Legal or medical advice
- Custom pricing negotiations
These should go to human agents.
How to Control Which Questions AI Handles
You can define:
- Allowed topics
- Keywords that trigger escalation
- Categories that bypass AI
This keeps customer experience safe.
