Chatbots
A conversational interface for customers or employees — and a fast way to find out how good your underlying knowledge and processes actually are.
Chatbots are conversational systems that interact with users through text or voice. Rule-based chatbots follow scripted decision trees and can only handle the situations they were explicitly programmed for. AI-powered chatbots use large language models to understand natural language and generate responses, making them capable of handling far more variation — but also capable of producing confident, incorrect answers. Modern deployments often combine both: AI handles open-ended questions, rules enforce boundaries and escalation paths.
A bad chatbot is often worse than no chatbot — a frustrated customer who can't reach a human after a failed bot interaction is a worse outcome than just routing them to an agent from the start. The risk is compounded in AI-powered bots because errors look polished. Chatbots surface the quality of whatever knowledge base or process sits behind them; deploying one before that foundation is solid just makes the gaps visible at scale.
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Chatbots
A conversational interface for customers or employees — and a fast way to find out how good your underlying knowledge and processes actually are.
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