Support chatbot: how to get it right

A good chatbot isn't a wall of automated replies. It's a colleague available 24/7.

Feed it your real information

A useful assistant relies on your documentation, FAQs and actual procedures.

Plan for human escalation

When a question goes beyond its scope, it must hand over to a human with full context.

Measure and improve

Resolution rate, satisfaction, recurring topics: this data guides continuous improvement.

Done right, a chatbot reduces support load while improving satisfaction.