Chatbot
Automated conversational interface handling common questions and routing complex issues.
1 min readLast updated Apr 2026
Quick Reference
CategoryCustomer Experience & Support
Related Terms1
Automated conversational interface handling common questions and routing complex issues.
Why It Matters
Chatbots handle 60-80% of routine questions instantly, freeing human agents for complex issues and providing 24/7 availability.
Practical Example
Scenario
A fashion brand implements a chatbot for order tracking and sizing questions.
Calculation
Before: 400 tickets/week, 70% order status or sizing. Bot handles 65% of these automatically.Result
182 fewer human-handled tickets weekly, saving 30+ agent hours while providing instant answers
Pro Tips
- 1Start with just 3-5 flows: order status, shipping info, returns process, sizing, and contact human
- 2Always provide an easy path to human agent—frustrated customers hate chatbot loops
- 3Use chatbot data to identify FAQ gaps: what are customers asking that the bot can't answer?
Common Mistakes to Avoid
Building complex conversational AI when simple decision trees solve 80% of needs
Not testing the chatbot as a customer would—walk through every flow yourself
Making it hard to reach a human, which damages brand trust and creates angry customers