We’ve all experienced terrible chatbots. The ones that loop endlessly, misunderstand everything, and make you scream "SPEAK TO A HUMAN" into the void.

Here’s how to build ones that actually help.

Know When NOT to Use a Chatbot

Chatbots work for FAQ-style queries, guided data collection, 24/7 availability for simple requests, and routing to the right department.

They fail for complex problems, emotional situations, and when users explicitly want human contact.

The Human Handoff is Non-Negotiable

Your chatbot MUST have an escape hatch. Make it obvious and easy:

const HANDOFF_TRIGGERS = [
'speak to someone', 'talk to a human',
'real person', 'frustrated'
];

const shouldHandoff = (message, confidence) => {
if (HANDOFF_TRIGGERS.some(t => message.toLowerCase().includes(t))) {
return true;
}
return confidence < 0.6 && conversationLength > 2;
};

When handing off, transfer context. Nothing frustrates users more than repeating themselves.

Personality Without Cringe

Bad: "OMG HI THERE!!! I’m SO excited to help you today!!!"

Good: "Hi! I’m here to help with bookings and general questions. What can I do for you?"

Be helpful, not performative. Match your brand voice.

Metrics That Actually Matter

Track containment rate, resolution time, handoff rate, and user satisfaction. Don’t optimise for containment alone - a chatbot that traps users in loops has high containment but terrible experience.

The Best Chatbots Feel Like Shortcuts

They solve simple problems fast and get out of the way when things get complex. Build for the user’s goal, not for deflection metrics.

At LogicLeap, we build AI solutions that genuinely help - chatbots, process automation, and data pipelines that work while you sleep.