We're considering WebAgent.AI to handle tier-1 support questions on our site, but I'm hesitant about losing the human touch. Has anyone here migrated from manual chat to an AI assistant? Curious about setup time, customization effort, and whether customers actually notice the difference. Also wondering if it still flags complex issues to humans effectively or if you end up with frustrated users.
We switched to a hybrid model last year and it's been smooth—WebAgent.AI handled ~70% of our tier-1 questions without escalation, but we kept humans reviewing complex cases. Setup took about 2 weeks to customize our knowledge base, and the key was training it on actual chat logs so it matched our tone. Customers rarely noticed the switch, but we made the escalation path seamless (if confidence drops below a threshold, it auto-flags to a human). Have you considered starting with just your FAQ section to test the waters before going full deployment?