Should you add an AI chatbot to your website?

When chatbots help

• You get the same questions over and over: prices, service areas, hours
• Enquiries come after hours when nobody can answer
• Customers need help choosing between services
• You want to capture details before a call back

When they hurt

• The bot gives wrong or invented answers
• It hides your phone number or contact form
• Pop-ups interrupt people who already know what they want
• Nobody reviews the conversations

Setting one up well

1. Write down the top questions and correct answers
2. Train the bot only on approved information
3. Tell it to hand over to a human for anything uncertain
4. Collect name, contact details and the job before handing over
5. Review transcripts weekly and improve answers

Measure the right thing

Count enquiries, bookings and time saved, not the number of chats.