The fastest way to ruin a support channel is a bot that traps people. The goal is not to answer everything, it is to resolve the easy half quickly and hand the hard half to a human with full context.
Design flows around jobs, not menus: track an order, book a visit, log a fault. Keep every flow under five steps, always offer an escape hatch to a person, and pass the transcript along so nobody repeats themselves.
Finally, measure deflection honestly. Count a conversation as deflected only when the customer got what they came for without a human. That one metric keeps the bot serving customers instead of hiding from them.
