Are AI chatbots better at handling customer complaints than human agents?

Question

Mike Luu · Accepted Answer

For initial-faced complaints and tickets, definitely since chatbots have faster response time, better documented answers. On the other hand, for new issues, the model may hallucinate some responses. Thus, the best method is probably still hybrid.

Tatiana Vdovychenko · Answer

AI chatbots are great for speed and consistency—they’re perfect for repetitive, simple issues. But when emotions run high, humans are still better. Complaints often need empathy, nuance, and the ability to step outside of scripts. That said, the best solution is a hybrid: AI for first-line triage and humans for escalation. For example, our company has an AI chatbot that collects many requests at the same time, works 24/7, and classifies requests according to areas: a request for software development or outsourcing/outstaffing, a job search, a need for marketing services, and so on. And then the request is accepted for processing by the appropriate department. Here's a little more about it: https://jetsoftpro.com/success-s...

Adnan Kharboutli · Answer

@m_i_k I liked how thought about it

Are AI chatbots better at handling customer complaints than human agents?

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