What should a chatbot do if it cannot understand a user query?

When a chatbot encounters a user query that it cannot understand, prompting for clarification or redirecting the user to a human representative is the most effective approach. This method maintains the user experience by demonstrating that the chatbot is still engaged and willing to assist, even if it is unable to comprehend the specific request.

By prompting for clarification, the chatbot encourages the user to rephrase their question or provide additional context, which can help the system generate a more accurate response. This interactive approach promotes a sense of dialogue and cooperation between the user and the chatbot.

Additionally, when the issue is beyond the chatbot's capabilities or it encounters a complex query, redirecting the user to a human representative ensures that the user's needs are ultimately met. This dual strategy not only helps in providing a satisfactory resolution but also preserves the user’s trust in the service, showing that the system is not just disengaging but actively seeking to assist in overcoming any communication barriers.