The Robotic "Press 1" Era is Over
Old generation bots were truly frustrating. The customer would explain their problem, and the bot would stubbornly reply, "I couldn't understand, press 0 to return to the menu." This is the main reason why people are afraid of AI.
However, the new generation AI agents offered by Dowaba (powered by Gemini and ChatGPT infrastructures) think like humans. They understand the flow of the sentence and whether the customer is angry or just curious. They tolerate spelling mistakes. A customer who encounters a smart system that can empathize will never complain.
Cost Realities
If you have an e-commerce site, you are paying tens of thousands of liras a month to a customer support team. The night shift and weekends are an additional workload. Yet, 80% of incoming questions are identical:
- Where is my package?
- How many days is your return period?
- Do you have this in red?
- Is cash on delivery available?
DoWaba shoulders 80% of this burden. The remaining 20% of "complex or requiring special attention" customer complaints are transferred to live support. This allows your team to perform at full capacity on issues that truly matter.
The Magic Phrase: "Transfer to Human"
Knowing the limits of artificial intelligence is the greatest power. In the Dowaba panel, in situations where the AI does not know the answer or the customer explicitly asks to speak to a human (e.g., "Let me talk to your manager!"), it instantly remains silent and logs the situation in the panel as "Waiting for Human Support".
This way, you both lower your costs and avoid keeping a customer who arrived at 3 AM waiting until 9 AM. This is the smartest way to stay ahead of the competition.