Should your small business use an AI chatbot?
The short answer
An AI chatbot is worth it if you get lots of repeat questions, enquiries outside working hours, or admin that eats into customer time. It isn't worth it if your enquiries are few and complex. Set up well, it answers from your own information and hands over to a person when it isn't sure.
What chatbots do well
- Answering repeat questions: hours, prices, location, services.
- Being available at any hour, when you're closed or busy.
- Collecting details, so enquiries reach you with name, number and need already captured.
Where they go wrong
- Making things up. A badly set-up chatbot can invent answers. It should be built from your own information and told to say when it doesn't know.
- Trapping customers. There must always be an easy route to a real person.
- Being left alone. Someone needs to review real conversations and improve the answers.
How to decide
Count how many messages you answer each week, and how many are the same questions. If it's a lot, a chatbot can save real time. If most enquiries need your judgement, a fast WhatsApp reply from you will serve customers better.
Frequently asked questions
Is an AI chatbot worth it for a small business?
It is if you get many repeat questions or enquiries outside working hours. If your enquiries are few and complex, a fast personal reply is usually better.
Will an AI chatbot give customers wrong answers?
It can if it's set up badly. A good setup answers from your own information, says when it doesn't know, and hands over to a person.
Do I need a new website to add a chatbot?
No. A chatbot can usually be added to your existing website.
Where Codemark fits
We set up AI chatbots from your own information, with an easy handover to you, and review real conversations after launch.