How to automate customer responses on a website with AI

The site visitor rarely wants to wait a few hours for the manager to see the message.

A person opens a company page, studies the offer and often immediately asks a question:

• "How much does it cost?"
• "Is there a delivery?"
• "When can you start?"
• "Is it suitable for my task?"

If there is no answer, a potential client can close the site and continue the search.

One way to solve this problem is to automate primary communication with the help of an AI consultant.

What is an AI consultant on the website

An AI consultant is a virtual employee who communicates with site visitors in chat.

Unlike a regular chatbot with buttons, the user can ask questions in plain language.

For example: "I need to repair an apartment of 70 square meters. How much will it cost approximately?" Or "Do you deliver equipment to Krasnodar?"

AI analyzes the request and forms a response taking into account the information of a specific company.

Which answers can be automated

Most of the first questions of customers are repeated. Most often, visitors ask:

• Cost;
• Terms;
• Availability;
• Characteristics of goods or services;
• Delivery;
• Payment methods;
• Guarantee;
• service area;
• Ordering procedure;
• Terms of cooperation.

If this information is known in advance, the manager does not have to answer the same question manually every time. An AI employee can take on such a job.

AI consultant works around the clock

An ordinary manager cannot be in the chat of the site all the time. This is especially noticeable in the evening, at night, on weekends or at times of high load.

At the same time, potential customers continue to visit the site. An AI consultant can respond to them 24/7.

This does not mean that the company's employees become unnecessary. AI takes over the first line of communication, and a person connects in cases where individual calculation, a specialist's decision or further support of the client is required.

AI can not only answer, but also clarify

A good consultant is not limited to background information. It helps to understand the client's task.

For example, a visitor writes: "How much does it cost to install a swimming pool?" This information is not enough for an accurate answer.

AI can clarify: "What is the approximate size of the pool you are considering?" So the company receives not just a message "interested in the pool", but a more meaningful inquiry with the already specified need of the client.

Collection of inquiries through dialogue

One of the main tasks of a commercial site is to turn visitors into inquiries. Therefore, an AI employee can gradually transfer the conversation to the following action:

• Leave a contact;
• Order a call;
• Request a calculation;
• Make an appointment for a consultation;
• Call a measurer;
• Pass the question to a specialist.

It is important that it happens naturally. First, the user receives a useful answer, and then a suggestion for the next step.

How AI differs from a regular chatbot

A classic chatbot often works according to a pre-written scenario. For example: "Select item: 1. Prices 2. Delivery 3. Contacts".

This is enough for simple tasks, but the user has to adapt to the structure of the bot.

The AI consultant works differently. The visitor can write: "We want to connect the system to three sites at once. How will the cost be calculated?" AI understands the meaning of the request and continues the conversation taking into account the context.

The user does not have to search for a suitable button or formulate a request in a certain way.

Which companies are suitable for an AI consultant

Such a tool can be used in almost any business where the client asks questions before buying.

Construction and repair

AI can talk about services, stages of work, terms and approximate prices, and then help to apply for measurement or calculation.

Online stores

You can automate questions about goods, availability, delivery, payment and warranty.

Production companies

AI is able to talk about products and clarify the main parameters of the future order.

Law firms

An AI consultant can explain the directions of the company's work and help convey the inquiry to the right specialist.

B2B services

AI can clarify the task of a potential client, tell about services and prepare an inquiry for the sales department.

Where is the automation border

Not every question must be fully transmitted to the AI. A person should connect when required:

• Individual calculation;
• Complex technical consultation;
• Final commercial offer;
• Non-standard terms of the contract;
• A decision that should be made by a profile specialist.

The task of an AI employee is not to replace every specialist of the company. His task is to quickly process the primary request, answer recurring questions and help the interested visitor move on to the next stage.

How to prepare the site for automation

Before launching an AI consultant, you should check a few things.

Is the information relevant

Prices, services, terms and conditions should correspond to the real work of the company. An outdated knowledge base will lead to outdated answers. More about How to prepare a knowledge base for an AI consultant, — in a separate NEXSTA instruction.

Is it clear what role AI plays

It is better to determine a specific task in advance. For example: "Consult on the repair of apartments and receive inquiries for measurement". It's better than trying to make one universal assistant who answers any questions.

Is it possible to transfer the client to a person

If the issue cannot be resolved automatically, the user must have a clear next step: leave contacts, order a call or contact a specialist.

How to evaluate the effectiveness of an AI consultant

After starting, it is useful to look not only at the number of messages. It makes sense to evaluate:

• How many visitors start the dialogue;
• What questions are asked most often;
• What inquiries are transferred to the inquiry;
• Where AI lacks information;
• What data needs to be supplemented in the knowledge base;
• How much work of the first line can be automated.

Visitor dialogues also help businesses better understand real demand. Sometimes customers regularly ask about things that are not described on the website at all.

NEXSTA AI employee

NEXSTA allows you to connect an AI employee to the site, configured for a specific company and its services. He can:

• Respond to site visitors;
• Use the company's information;
• Ask clarifying questions;
• Maintain the context of the dialogue;
• Help the visitor to move on to the next step;
• Transfer the interested inquiry to the company.

The AI employee works within his role and business information, and the company retains control over its configuration. More information about connection: AI widget for the website.

FAQ

Can AI completely replace a manager?

Usually, the joint scenario is the most effective. AI processes recurring questions and primary inquiries, and a person connects to more complex stages of work.

Do I need to redo the existing website?

It is not necessary to create a new website to connect an AI consultant. It can be added to an already working site.

Will AI respond with the same patterns?

No. The answer is formed taking into account the user's question and the context of the current conversation.

What will happen if the AI doesn't know the exact answer?

A properly configured AI should not come up with unknown conditions. He can report that clarification is required and offer to transfer the issue to an employee of the company.

Is AI suitable only for large companies?

No. For small businesses, automation is often especially useful, since there may not be a separate website operator or round-the-clock sales department at all.

Result

Automation of answers on the website allows you to respond faster to visitors' questions and reduce the amount of repetitive work of managers.

An AI consultant is especially useful at the first stage of communication, when a potential client studies the offer, clarifies the conditions and decides whether to contact the company.

Instead of the usual "Leave a phone number" form, the visitor gets the opportunity to immediately ask a question and continue the dialogue.

To test AI employee for the site You can go to NEXSTA.