Chatbot
A program that chats in writing with people, on a website or WhatsApp, and answers questions.
Is it worth putting an AI chatbot on my business website?
Older chatbots followed a fixed tree of options. Today's versions use language models, understand questions written any way a person phrases them, and answer using the business's own information. A well-built one knows when to hand the conversation off to a person.
Its quality depends on what it knows and what it is allowed to promise. With disorganized information or no clear limits, a chatbot can make up prices or terms.
Why it matters to your business
A chatbot is on duty at eleven at night, when nobody on the team is available, and it can handle the repeat questions, like hours or shipping costs, so your people can focus on selling. If it answers badly it can also scare customers off, so it is worth starting with a small scope and reading the conversations it has.
How we use this at Damorus
None of the cases we have published run a chatbot answering customers, and we would rather say so plainly. The INCOLSERVICE 2.0 proposal that URG Technology grew out of called for an AI chat that opened with a ready-made message for each type of customer, alongside a button to talk to an advisor on WhatsApp; in the finished store, that WhatsApp button stayed, always within reach. In La Roca, where a person closes every sale, a cart that builds the order and sends it over WhatsApp plays that same role with less risk.
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