AI chatbots can answer common questions at any hour and free your team for harder problems. They are not a replacement for people, so the best results come from knowing where each fits.
Where chatbots help
- Answering frequently asked questions about products, pricing and opening hours
- Collecting contact details and routing enquiries to the right person
- Tracking orders or bookings and sending status updates
- Providing first-line support outside office hours
Where they fall short
Complex complaints, sensitive situations and unusual requests need a human. A chatbot that cannot say “I will pass you to a colleague” frustrates customers.
How to set one up well
- Train it on your real policies, product information and tone of voice
- Give customers an easy way to reach a person
- Review conversations regularly and fix wrong answers
- Be transparent that customers are talking to an AI
Privacy and accuracy
Decide what data the bot may see and store, and test it carefully so it does not give inaccurate information about prices, delivery or policies.
Explore how we build custom assistants on our AI & Automation page or contact us.