The three layers of the Conversational Support Funnel consists of three layers:

• Proactive support enables you to get ahead of known problems before customers even reach out for help.
• Self-serve support allows users to resolve simple queries on their own, ensuring fast, efficient answers while minimizing the number of repetitive questions hitting your team inbox.
• Finally, there’s human support, which is crucial for those tricky issues that can only be solved by a real-life person. These are the technical or sensitive queries that need a specialized, empathetic response.

Human support is crucial for those tricky or sensitive issues that just can’t be solved with automation or bots, such as payment problems, difficult technical issues, or complex queries that need deeper context. Being able to route these problems to a real person is essen...