The Unexpected Moment WordPress.com Support Passes the Baton to a Human – What Happens Next Will Surprise You
We tested this “try once, then step aside” approach before rolling it out, and it did what we hoped. Many problems were solved in that one extra exchange, and the people who still wanted a human got one without asking.
You’ll never have to explain it twice
This is our favorite thing about the assistant: it can see your recent support history, including conversations you’ve had with our human support team.
If you ask for a human and it can see you already explained this exact problem recently (and it wasn’t resolved), it skips the questions entirely. It names your issue, acknowledges the time you’ve already spent, and offers the hand-off in one step.
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