Definition
A chatbot handling the first stage of a chat conversation — gathering context and resolving simple requests — before handing off to a human agent only when needed.
Cite this definition
"Chatbot Triage", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/ChatbotTriage
Business Importance
Chatbot triage absorbs high-volume, low-complexity chat requests so human agents spend their time on issues that actually need judgment, directly lowering cost per interaction.
Industry Examples
A chatbot collecting an order number and issue category, then handing the conversation to a live agent with that context already attached.
Related Terms
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