Editorial note: This article is a fictional reconstruction of situations businesses may face. Its purpose is to inform and raise awareness about possible risks and responses. People, events, data and outcomes should not be interpreted as actual cases, verified facts or results achieved by LC. Each organization needs its own assessment.
Messages reach Mateo's business at night. He proposes a chatbot: an interface that answers questions or guides steps using rules or language models. It is tempting to promise instant answers to everything. The team reviews a month of conversations to separate repetitive questions from cases needing human judgment.
Define authorized answers
Hours, requirements and request status can have clear answers if information is current. Special pricing, complaints and personal data need another path. Mateo documents official sources and review dates. If the knowledge base is stale, a bot will repeat a wrong answer at any hour.
Design a path to a person
The first version handles three common questions and offers a clear handoff. When it does not understand, it admits the limit and collects only what is needed to continue. An owner reviews cases sent to people. The goal is not to hide human contact but reserve it for conversations that need it.
Measure resolution, not messages sent
Mateo observes whether people got correct information, how many asked again and what happened after handoff. He also reviews wrong answers and team time. If the bot increases frustration, improving content and workflow may matter more than adding functions.
A useful chatbot knows its limits and makes reaching a person easy.
BRING IT TO YOUR BUSINESS
Three questions to get started.
- Which questions have a stable answer?
- How is a complex case handed over?
- Who reviews information and mistakes?
Does this sound like a challenge in your business? We can start with a conversation.
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