What is the difference between fallback and escalation in AI chatbots?

What is the difference between fallback and escalation in AI chatbots?

Fallback refers to the chatbot's ability to provide a generic response when it doesn't understand a query, while escalation involves transferring the conversation to a human agent for more complex issues.

Can you give me an example of when a fallback would be used?

Sure! If a user asks a chatbot a very specific question about a product that the bot doesn't recognize, it might respond with a fallback message like, 'I'm sorry, I didn't quite catch that. Can you please rephrase your question?'.

And when would escalation be necessary?

Escalation is necessary when a user expresses frustration or when the issue is too complex for the chatbot to handle, like billing disputes or technical support.

How can chatbots improve their fallback responses?

Chatbots can improve fallback responses by using machine learning to better understand user intent and by continuously updating their knowledge base.