I think the biggest mistake is trying to decide which chatbot is “best” before defining what the support team actually needs. A bot that works really well for a SaaS company might not be the right fit for an e-commerce business handling orders, returns, shipping questions, and account issues. I’d also pay a lot of attention to what happens when the AI doesn’t know the answer. That’s probably just as important as how well it handles the easy questions. A good support chatbot should be able to recognize uncertainty, avoid making things up, and hand the conversation to a human with enough context that the customer doesn’t have to start over.The maintenance side is another thing I think gets overlooked. Products, policies, pricing, and documentation change constantly, so keeping the AI’s knowledge accurate can become a real workload.

• This reply was modified 1 month, 2 weeks ago by  Gilbert.