A good chatbot answers the common questions quickly and hands the rest to a person. A bad one invents answers and frustrates customers.
What it does well
It is available at any hour, answers the same questions without tiring, and collects the details a person needs to follow up.
The rules that keep it safe
Set limits before launch.
- Answer only from approved information
- Never invent prices, promises or deadlines
- Say clearly that it is an automated assistant
- Offer a person at any point
- Keep chats private and delete them on a schedule
Check it regularly
Read a sample of chats every week and fix the answers that missed. A chatbot is a living part of your service, not a launch and forget tool.