Should You Put an AI Chatbot on Your Website?

Most chatbots we're asked to remove were added because everyone else had one. They answered nothing useful, annoyed customers, and pushed real questions further away from a human. A chatbot is worth it only when it genuinely resolves things.

Start with your actual messages

Read the last two hundred questions from your inbox. You'll usually find that ten questions cover eighty percent of them — delivery time, price, stock, location, return policy. If a bot answers those ten perfectly, it's already earning its place.

Ground it in your own data

A general language model will confidently invent a delivery charge. Connect the bot to your real product, stock and order data so answers come from your system, not from guessing. This is the difference between a useful assistant and a liability.

Rules that keep it safe

• Never let it confirm prices or discounts it can't verify
• Hand over to a human the moment someone asks twice
• Say "let me connect you" instead of guessing
• Log every conversation and read them weekly
• Answer in the language the customer wrote in

Measure resolution, not conversations

The number that matters is how many chats ended without a human stepping in and without the customer messaging again. If that number is low after a month, the bot isn't helping — fix the answers or take it down.