The bad ones answer from a script and punt to email the moment it's real. Customers hate them because they sense the bot can't actually help. The good ones read your real docs and admit when they can't — and that admission is what builds trust.
A bot that says "I'll get a human" beats one that confidently gives the wrong policy. Set the escalation rule first; everything else is tuning. Customers remember the one time a bot lied faster than the ten times it helped.
Our custom AI agent tier ships this wired to your docs and helpdesk, with weekly accuracy reports. You get the embed and the peace of mind.
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