Use case
Answering with a bot or AI agent
Automate common questions, and hand over gracefully when a person is needed.
Bots and AI agents can answer common questions, take simple actions and work around the clock. Rule-based bots follow set paths; AI agents understand free text and can draw on your own knowledge base. Both work best when they solve real problems, say clearly that they are automated and pass the customer to a person, with full context, when needed.
What matters when choosing
- Answers based on your own content and systems, with controls on what the bot may say.
- Smooth handover to a person, passing the conversation history along.
- Clear disclosure that the customer is talking to an automated assistant.
- Support for the languages and dialects your customers write in.
- Reports on problems solved, not only on conversations handled without a person.
Questions to ask providers
- How do you stop the AI giving wrong or invented answers, and how can we review them?
- Where is conversation data processed, and is it used to train models?
- How is pricing calculated: per conversation, per message or per resolved request?
Common mistakes
- Counting success by how many customers never reached a person, even if they left unhappy.
- Hiding that the assistant is automated, which some laws now restrict.
- Launching without an easy way to reach a person.
Typical channels: Web chat & booking page WhatsApp Messenger Instagram Telegram Voice In-app chat
Listings that fit (25)
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