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Because they are simple, urgent and enormous in number. Where is it, can I return it, when will it arrive — three questions that are most of the contact volume and none of which need a person if the answer is genuinely available.
The reason they reach a person is that the bot cannot see the order, so it answers with policy while the customer wanted a date.
It reads the order on the customer record — status, shipment, returns window — and answers with the specific fact, citing it. Where the record does not support an answer, it hands over rather than generalising.
The widget sits on your storefront and carries the context, so a handover arrives at an agent with the order already attached.
It will not process a refund, cancel an order or change an address. Those are actions, and actions go to a person.
And it will not promise a delivery date the carrier has not given. It reports what the record holds.
The predictable spike is largely the predictable three questions, so deflection is highest exactly when the queue is worst.
Capture and analytics show what people asked and what could not be answered, which is a more reliable content backlog than guesswork.
Yes, from the order on the customer record, and it cites it.
No. It explains and hands over; the action is a person's.
Yes — the agent receives the conversation with the order attached.
Half an hour on your own numbers is usually enough to say whether Pulse is the right place to start.