Start with repetitive, answerable questions
A chatbot is most useful when customers repeatedly ask clear questions about services, availability, preparation or next steps. Build from an approved knowledge source.
Design the hand-off first
The assistant should recognise uncertainty, risk and buying intent. Collect only the information needed and pass context to a person without forcing customers to repeat themselves.
Review real conversations
Monitor unanswered topics, incorrect responses and escalation patterns. A chatbot is an operating process that needs ownership, not a one-time widget.
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