CHATBOT-DESIGN5 MIN READ
Design de-escalation without overpromising
Choose chatbot responses that de-escalate upset users while keeping promises within system authority.
Customer C Delayed delivery customer V Validate B Boundary O Ownership Escalation risk 20 sec Customer message Customer writes: "This is the third delivery delay. I want someone accountable, not another bot." The bot needs to show ownership without inventing authority. 3 delays high anger
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