We’ve all been there – stuck in a frustrating loop with a chatbot that just doesn’t understand what we need. You type out your problem in detail, explain your emotions, maybe even add a few choice words about your experience. Yet somehow, the bot keeps offering the same useless suggestions or asking you to repeat information you’ve already given.
The truth is, according to one expert, that there’s a specific reason why this happens – and once you know the secret, you can skip straight to human help every time. Anna Bielikova, Chief Operation Officer at Simply Contact, a multilingual contact centre provider specialising in customer support across 20+ languages, has seen this pattern countless times.
“Most people approach AI bots the same way they’d talk to a human customer service agent,” explains Anna. “They tell their whole story, express their frustration, and expect the bot to understand the context. But that’s exactly what keeps them stuck in the system longer.”
The key to breaking free lies in understanding how these systems actually work – and using that knowledge to your advantage. Anna elaborates below.
The Mistake That Keeps You Talking to Bots
Here’s the revelation that changes everything: the biggest mistake customers make is writing long, emotional, or unclear messages. While it feels natural to explain your entire situation, bots simply can’t process this kind of communication effectively.
“Bots are programmed to recognise specific command phrases and keywords, not emotional context or lengthy explanations,” says Anna. “When you send a message like ‘I’m really frustrated because my order hasn’t arrived and I’ve been waiting for weeks,’ the bot picks up on ‘order’ but misses the urgency and emotion behind your request.”
This approach backfires because AI systems work on pattern recognition. They’re scanning for trigger words that match their programmed responses. Your detailed story actually confuses the system, making it default to generic troubleshooting steps instead of escalating to human support.
The Magic Words That Actually Work
The solution is surprisingly simple: use direct, command-style phrases that bots are trained to recognise as escalation triggers. These tested keywords can bypass automated responses:
- “Agent”
- “Speak to human”
- “Live support”
- “Escalate”
- “Account issue”
- “Complaint”
- “Supervisor”
“These phrases act like shortcuts in the system,” Anna explains. “Instead of trying to solve your problem, the bot recognises these as signals that human intervention is needed.”
The key is using these phrases early in your conversation, ideally in your first message. Don’t bury them in a long explanation – make them prominent.
Three Strategies to Get Human Support Faster
Anna identifies three ways users can get past bots and through to humans more quickly.
- The Two-Strike Rule
After two failed bot responses, repeat your request using escalation keywords. Most systems are programmed to transfer customers who repeatedly request human help.
“If the bot hasn’t understood your request after two attempts, it’s time to change tactics,” says Anna. “Type something like ‘Agent please’ or ‘I need to speak to a human’ – this usually triggers the escalation protocol.”
- Use the Web Chat Advantage
Access live chat through the company’s website rather than their mobile app. Web-based chat systems often have faster human routing because they’re designed for more complex inquiries.
“Web chat platforms typically have different escalation thresholds compared to app-based systems,” Anna notes. “Companies often staff their website chat more heavily because they expect more detailed customer service needs there.”
- Combine Keywords with Account Information
Mention your account number or customer ID alongside escalation phrases. This combination often fast-tracks you to human support because it indicates you’re an existing customer with a specific issue.
Anna Bielikova, Chief Operation Officer at Simply Contact, commented:
“Understanding how bots are trained gives you a massive advantage in customer service interactions. These systems aren’t designed to be barriers – they’re meant to filter routine questions so human agents can focus on complex issues. When you know the right triggers, you’re speaking the bot’s language and can get real help much faster.
“The biggest shift I’ve seen in customer support is companies realising that frustrated customers who can’t reach humans become former customers. Smart businesses are programming clearer escalation paths, but until that becomes universal, knowing these techniques puts the power back in your hands. It’s about working with the system, not against it.”