Website chat widget: which tasks can AI handle?
Where AI can help in website chat, from answering questions to clarifying requests and handing inquiries to a person.
Start with recurring questions
A useful task has a verifiable answer: what services the company provides, in which cities it works, what needs to be prepared before the consultation. If employees explain the same procedure many times, this information can be structured for the widget.
For example, a visitor wants to order the finishing of the apartment, but does not yet understand what initial data is needed. AI can list the questions for initial discussion: area, condition of the object, desired work. This is not yet an estimate or a promise of the final cost.
Help to clarify the request
Instead of a long questionnaire, ask only the questions necessary for the next step. To record, it is enough to understand the service and a convenient way of communication; additional parameters may be needed for the technical task. Explain why the contact is requested.
Do not turn every answer into a phone number requirement. The visitor should get useful information before deciding to leave an inquiry. Do not request documents, payment data or information that the company is not going to use.
Leave the decisions to the person in charge
Do not give the AI self-negotiation of the contract, return or non-standard discount without a separate reliable process. It is safer to record the request in a regular widget and transfer it to a specialist.
Make a list of allowed actions and a list of situations to be transferred to a person. At NEXSTA, the role and knowledge of an AI employee should help this distinction. Then check not only the successful answers, but also the correct refusals of unconfirmed promises.
Continue reading: How the AI widget works. Capabilities of AI employees - On the NEXSTA website.