Customers expect answers at any hour, but staffing round the clock is expensive. AI chatbots fill the gap, handling routine questions and freeing people for the complicated cases.
Here’s where chatbots work well, how to train them and the pitfalls to avoid.
A good chatbot handles the questions people repeat so humans can solve what’s new.
Start with one focused use
Password resets and “where’s my order?” questions are ideal first targets.
Train on real conversations
Use anonymised transcripts to improve how the bot recognises what people are asking, and the tone of its replies.
Hand over gracefully
A smooth handover to a person keeps customers happy when the bot reaches its limit.
Chatbots increase your support capacity without a matching rise in payroll. The key is knowing when to let a person take over.
If your team answers the same questions every day, tell us about your inbox. We’ll tell you what AI could handle, and where a person should stay in charge. There’s more on how we build AI for inboxes and enquiries.