As more SMEs go digital, the question comes up often:
Should I use a human to handle enquiries, or can a chatbot do the job?
The answer? It depends on what you need — and when.
🧠 AI Chatbot: Fast, Consistent, 24/7
An AI chatbot is perfect for:
- Answering FAQs (pricing, availability, delivery)
- Collecting customer info (name, contact, request)
- Guiding users through a step-by-step process
It responds instantly, never gets tired, and can handle multiple chats at once.
👩💼 Human Support: Empathy & Complex Cases
Humans are best when:
- A customer has a unique or emotional issue
- The situation requires decision-making or exceptions
- There’s negotiation or upselling involved
✅ The Best Setup? Use Both.
Let your chatbot handle the routine — and hand off to a human when it gets complicated. That’s what we call a “hybrid chat strategy” — cost-effective, efficient, and customer-friendly.
At Growerks, we help SMEs build smart chatbots that know when to step aside for a human. The result? Better customer experience, without burning out your team.
