Chatbot

Automated conversational interface handling common questions and routing complex issues.

1 min readLast updated Apr 2026

Reviewed by Golden Digital·Operator-reviewed ecommerce reference

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

Frequently asked questions

Order status, tracking info, shipping times/costs, return policy, sizing guides, store hours/locations, and basic product questions. These typically cover 60-70% of all inquiries.

Gorgias Automate (if using Gorgias), Tidio (good free tier), Rep AI (AI-powered sales focus), Gobot (quiz and chatbot combo). Intercom for larger operations.

Put it to work

Related Terms

Live Chat

Real-time text-based support embedded on website. Higher satisfaction than email.

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