Designing AI Support That Knows When to Hand Off to a Human
This story is from 2026-10-15. It is preserved in the archive; the latest stories are on the live feed.
A customer asks your support bot how to connect a custom domain. It finds the setup guide and explains the DNS records. Then the customer replies: “I already tried that. The domain works on my laptop, but checkout fails on my phone.” That second message is the interesting engineering problem. Repea…
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- 2026-10-15 10:58 · DEV Community — AI
Designing AI Support That Knows When to Hand Off to a Human