I will compare these platforms based on how well they work after they go live. Another thing I’ll do is to test them with common customer questions and see how often they can solve issues without a human. I would also check how easy they are to update when the business changes. That would help me choose better than just looking at their features.

For a small business, I’d focus on how easy it is to set up and how well it answers real customer questions. Being able to connect your other tools is also a big plus. I’d rather have a simple chatbot that works well than one with lots of features I don’t really need.