Chatbot applications streamline interactions between people and services, enhancing customer experience. At the same time, they offer companies new opportunities. To be successful, a chatbot solution should be able to effectively perform both of these tasks. Human support plays a key role here: regardless of the kind of approach and the platform, human intervention is crucial in configuring, training and optimizing the chatbot system. Improves the customer engagement process and operational efficiency by reducing the typical cost of customer service.