A good chatbot answers fast, knows when to stop and hands over gracefully. A bad one traps people in loops. The difference is mostly decisions made before you build anything.
Ask these five questions first
- What are the ten questions customers ask most?
- What should the bot never answer on its own?
- Where does it hand off to a human, and how fast?
- Which systems does it need to read from or write to?
- How will we review real conversations each week?
Avoid the common traps
Do not hide the human option. Do not let the bot invent prices or policies. Ground it in your own approved content, and test it with awkward, real questions before launch.
“The best bot is the one customers forget is a bot, because it simply solved their problem.
Launch narrow, then widen
Start with a single job, such as booking or order status. Read the transcripts, fix the gaps and only then add the next job.
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