What Are Hybrid Chatbots?
Hybrid chatbots combine AI-powered chat technology with personalized human assistance when necessary. This ensures that all customer queries will be solved to the highest standard.
Published February 25, 2025.
Chatbots have been making a comeback to the eCommerce scene in a big way. With AI technology advancing, chatbots are proving to be helpful additions to any eCommerce store. This is through helping customer service become accessible, reliable and speedy. Hybrid chatbots combine the efficiency of AI powered communication, with the relevant understanding of human support. All this without any human cost, what a win!
Why Is This Necessary?
Customer service is super important to any eCommerce business. Just as in real life, shoppers want to have reassurance and a guiding hand when deciding how to make their purchases. Maintaining high standards of customer service will build brand loyalty, and can be a challenge. When the customer service team is human run, burnout can occur fast and this will lead to an adverse effect.
The hybrid chatbot is your answer to this. It is:
Cost effective
Easily scalable
Does not require human effort
Available 24/7
What Is A Hybrid Chatbot?
A hybrid chatbot combines the powers of AI and human support.
AI Powered
An AI-powered hybrid chatbot combines AI and human interaction to offer automated customer service. It can deliver responses to routine queries in real-time, and offer satisfactory results. If there is something it is unable to offer as a result of its complexity, it will pass the query onto a human agent.
This hybrid approach means that customers know their queries will get solved one way or another. Balancing automated responses with personalized support means that shoppers will receive the top level of customer support possible.
Human Assistance
If the chatbot is presented with a query or request it is unable to answer, the chatbot automatically hands it to a human agent. This means avoiding using human effort for simple queries that can easily be solved by AI, but only when they are actually required.
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How Do Hybrid Chatbots Work?
These hybrid chatbots operate through three channels:
Artificial Intelligence (AI)
Human Interaction
Integration Capabilities
Artificial Intelligence
Natural Language Processing (NLP)
Natural language processing enables chatbots to understand and respond to human language accurately. This means that shoppers can address the chatbot in natural language, rather than needing specific keywords. The AI then understands the context behind the query, along with the intent and sentiment in order to provide accurate responses.
Machine Learning (ML)
Machine learning is used by AI chatbots to develop their understanding through interactions over time. As the AI continues to answer queries, it will gain more knowledge about what works and what doesn’t. This continuous learning improves the chatbot's ability to handle a range of queries accurately as time goes on.
Automated Responses
AI can handle routine queries with automated set responses. This ensures that simple queries are resolved quickly and reliably, offering consistent customer service.
Human Interaction
Human Handover
Hybrid chatbots are able to transfer the conversation to a human agent as soon as it’s required. This can be if the query is complex or sensitive. Sometimes if a problem has occurred, the right thing to do is let a human with empathy resolve the situation rather than a machine. Personalized support should be available when necessary.
Agent Assistance
The AI can assist the human agent when they enter the chat, through providing background information such as:
Customer information
Customer purchase history
Current query
Any previous conversations
The AI can even provide suggested responses, which will overall improve the customer service.
Integration Capabilities
Omni-Channel Support
These hybrid chatbots are great as they can operate within omnichannel levels. You can cover your various bases such as:
Websites
Social media
Email
Messaging apps
However the customer prefers to interact with your brand, your chatbot can offer assistance there.
Backend Systems
These chatbots can also integrate with CRM systems, databases and other backend tools. These mean that the chatbot can access real-time information to personalize interactions and ensure relevance.
Benefits Of Hybrid Chatbot
There are a number of benefits that you can gain from chatbots. Some of these are:
Enhanced customer engagement
Increased versatility of tasks for chatbots to perform
Improved customer satisfaction
Better cost efficiency
Ensuring personalized systems
Conclusion
Hybrid chatbots present the opportunity for the best of both worlds. Shoppers can be assured that they will receive the best solution for them. Whether these are through automated responses, or human interactions, they will be in safe hands. This is great for your business as it will boost trust in your brand, and encourage more sales and foster a positive brand community.
