Tickets are mandatory… Slotting the AI bot into the chatflow somehow seems essential. My org needs a ticket created to work through the chats/topics as well as to use all the ticket-based reporting we’ve already set up using traditional chatflow. Topic identification, custom properties, agent assignment and workload reporting, and various other reports are already built around the tickets that conversations generate.
An AI handled chat should slot into this ecosystem as though it was a human agent. The additional performance info, identifying knowledge gaps, additional training for unique scenarios/responses, etc. are just icing on the “this needs to function and be managed like a person” cake.