When a chatbot repeatedly misunderstands users or sends them to agents, triage evaluates and prioritizes the problems most worth fixing. It weighs effect, frequency, resolution effort, value, and expected return rather than treating every defect equally. section 3.4.2
A practical triage process:
- Document each problem, likely causes, proposed solutions, affected flows, conversation volume, and user outcomes. section 3.4.2
- Compare benefits with costs, including time, effort, fix complexity, cross-department coordination, and human-agent expense. section 3.4.2
- Prioritize changes whose expected return justifies investment, especially when many conversations are affected. section 3.4.2
Appointment booking
In PharmaBot, misunderstanding appointment types blocked a core booking workflow, so it received the highest priority. A cost estimate for frustrated users transferred to call-center agents can strengthen that decision. section 3.4.2
