An AI chatbot for customer support: nonstop service that knows when to hand over

Customers expect a fast answer at any time, including evenings and weekends. An AI chatbot can handle common and repetitive questions instantly, guide a customer through an order or give advice, and it does so nonstop and in several languages.

A good chatbot, though, knows where its limits are. When a question grows beyond its abilities, it smoothly hands it to a human colleague along with the context, so the customer does not have to repeat anything. The goal is not to replace people but to spare them the routine and let them handle what matters.

The new obligation here is simple and quick. From 2 August 2026 it must be clear from the chat that AI is writing, not a person. A visible label in the widget header or an opening message along the lines of You are chatting with an AI assistant is enough. Hiding it in the terms of use does not count.