Website
Chatbot
Strategy
Design a chatbot that answers useful questions, captures context and hands conversations to people.
What Matters First
Define a limited set of questions the chatbot can answer accurately.
Make it clear when the visitor is interacting with automation.
Chatbots, Customer Support
April 28, 2026
Planning the Implementation
Provide an easy path to human support and preserve the conversation context.
Do not request sensitive details unless the channel and process are appropriate.
Operating It Successfully
Review unanswered questions to improve website content and support resources.
Measure resolution, qualified leads and customer frustration rather than chat volume.
