An AI chatbot pays off when you get many repetitive questions or inquiries outside working hours. It should be limited to a verified knowledge base, clearly labeled as AI, allow handover to a human and have its conversations reviewed regularly.
When it makes sense
- The same inquiries arrive every day: opening hours, prices, delivery, bookings.
- Visitors write outside working hours and expect an answer right away.
- You want to pre qualify inquiries before a human takes over.
- You have content that customers find hard to locate, but you have already written it.
When it does not
If you get only a few inquiries a month, a chatbot is probably an unnecessary cost. The same applies if answers are very individual or sensitive, for example if a wrong answer would have legal or health consequences.
How to prevent mistakes
- Limit the bot to a knowledge base you have confirmed yourself: price list, terms, frequently asked questions.
- Forbid making things up. When it does not know, the bot must say so and offer a human contact.
- Clearly label that the answer is AI generated and may be inaccurate.
- Allow handover of the conversation to a human with one click.
- Log conversations and regularly review the questions it could not answer. That is a source of new content.
- Do not ask for sensitive personal data in the conversation, and inform users about processing for any other data.
What to measure
The number of conversations, the percentage resolved without a human, the number of forwarded inquiries and the most common unanswered questions. The goal is not more conversations, but less manual work and more quality inquiries.
DigiAdria has a chat assistant on its own website with a note that AI can make mistakes and that you should contact us directly for a quote. An honest note like that reduces the risk of misunderstandings.
Frequently asked questions
Can a chatbot replace customer service?
It can take over repetitive questions, but more complex and sensitive cases should be handed to a human.
How do you stop the bot from making up answers?
By limiting it to a confirmed knowledge base, giving clear instructions on what it must not promise, and reviewing conversations regularly.
Is a chatbot compliant with data protection (GDPR)?
It depends on the setup: which data it collects, where it is stored and whether the user is informed. A review with a lawyer is recommended.
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